Customer Support Specialist

Summary

A Customer Support Agent answers basic sales and support questions with some overlap with sales and support teams. You will work closely with the sales and technical support teams to ensure a high level of customer satisfaction.

The employee is an expert in at least one product in which he has in-depth knowledge.

Employee is primarily concerned with issues in his area of expertise, but also has good knowledge of other products.

Job description

FUNCTIONAL RESPONSIBILITIES AND DUTIES

• Provide technical support to customers for ESET consumer products.
• Provide non-technical support to customers, partners and resellers about products, bundles and ESET platforms.
• Provide support to customers, partners and resellers during the ordering process.
• Gather relevant information based on requests from higher level support and implemented processes.
• Qualify and escalate undocumented issues to next level support teams according to defined processes and procedures.
• Keep up to date knowledge of existing products and their components, along with the tools, processes, and procedures relevant to the team.
• Develop and maintain in-depth expertise in at least one product, providing advanced troubleshooting and support as needed.
• Perform scheduled callbacks to customers and stakeholders and respond to their basic requests in accordance with the defined procedures.
• Carry out other work according to the instructions of a managing employee in accordance with the activity of the department and the company.

REQUIREMENTS

Education :

Successfully completed commercial or IT-oriented education

optimal education-high school

Experience :

Years of work experience : 3 years is optimum

3 months on the job training

Knowledge :

Enhanced IT skills in supporting current operating systems and office applications

Enhanced knowledge about sales related processes and cases

Enhanced knowledge about call handling flow and support ticket flow in CRM system

Language :

English B2

Communication :

Very good communication competence

Managerial skills :

N / A

Personal characteristics :

N / A

Benefits

Health & well-being

Cigna Medical Plan

Cigna Dental Plan

EyeMed Vision Plan

Reliance Standard Life Insurance

Reliance Standard Long Term Disability Plan

HealthJoy Employee Assistance Program

Cigna Supplemental Insurance

Lifestyle Spending Account

Bi-Weekly Mediation Series

On-site Gym and shower facilities

Family

Volunteer Day off

Paid Time off

Tuition Reimbursement

Birthing Parent Match

Pet Insurance

Office

Recreational Zone

Coffee & Snacks

Parking Benefit

Other

Benefit Hub - Discounts on travel, cars, electronics, etc...

401(k) retirement savings

ESET's Charitable Contributions Program

Referral Program

Primary location

San Diego

Additional locations

Time type

Full time