Technical Support Agent
San Diego, CA

Job Description

Job posting title

Technical Support Agent

Job summary

ESET Technical Support Agents provide technical product support to all ESET customers, partners, resellers, and internal personnel.

Job description

DUTIES and RESPONSIBILITIES:

* Answer and address all incoming support calls from customers; both internal and external.
* Answer and address incoming web chats, emails and voicemails from customers.
* Take ownership of each issue assigned and effectively bring it to resolution or escalation.
* Own and follow through on all requests for support from customers; both internal and external.
* Ensure complete resolution of issue(s) in order to prevent customers having to call back.
* Assist customers with basic program setup and administrative issues.
* Effectively troubleshoot, resolve and properly document support calls and cases.
* Work closely with other departments to resolve outstanding issues.
* Assist in documenting solutions for our Knowledgebase for training and information purposes.
* Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
* Assist with identifying, troubleshooting and cleaning of viruses and/or malware within customer's operating environment.
* Provide backup phone/case/voicemail/chat support for other teams when necessary.
* Document and present technical support and/or training material to internal customers - i.e. Customer Care , Sales, etc.
* Work closely with the Product Management, Quality Assurance, Research, and Knowledgebase teams to test, investigate, and document all aspects of existing and upcoming products.
* Project a positive attitude and be a mentor for other employees.
* Maintain a favorable image of ESET when interfacing with outside sources.
* Accurately record and submit timesheets and paid time off requests.
* Accurately track, log and otherwise tag support requests using the approved CRM, and/or other management approved tools.
* Ensure the successful onboarding of new, recently renewed, or upgraded partners, partner customers and direct customers.
* Ensure customer needs are met by ensuring customer awareness of relevant ESET products and services when appropriate.
* Provide excellent support by ensuring customers are aware of products and services relevant to their needs as identified during the support interaction.
* Effectively collect and submit relevant data to appropriate groups for analysis. Based on findings follow up with customers regarding ticket statuses in a timely manner.
* Document and report all escalated issues to appropriate groups. (i.e. weekly report)
* Communicate escalated and trending issues to other Customer Care Teams .
* Submit and maintain escalated/trending content within SharePoint sites.
* Test and replicate reported issues in test environment then report/document findings and results.
* Serve as Primary Contact and Subject Matter Expert for ESET Technical Alliance Partners as needed.
* Assist in creating and delivering internal processes and documentation to internal customers.

KEY TECHNICAL SKILLS, QUALIFICATIONS and EDUCATION:

* Bachelor's degree in Computer Science or four-year related degree highly desired.
* A+ certification is required. Additional certifications including Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications are highly desired.
* 2+ years of technical support experience in the software industry is desired, including but not limited to: malware handling, troubleshooting, and diagnosis experience.
* Network infrastructure experience or knowledge (i.e. switches, routers, firewalls, etc).
* Knowledge of DNS, DHCP, AD, Group Policy.
* Ability to communicate with administrators of large private business and government systems with confidence and authority.
* Ability to work multiple projects and tasks simultaneously in an efficient manner.

Job requisition

JR-01037 Technical Support Agent (Open)

Primary location

San Diego

Additional locations

Time type

Full time

Number of openings

0