- 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.
- 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 favourable image of ESET when interfacing with outside sources.
- Accurately track, log 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. · Test and replicate reported issues in test environment, then report/document findings and results.
- Assist in creating and delivering internal processes and documentation to internal customers.
- Bachelor's degree in Computer Science or a four-year related degree highly desired.
- Absence of a degree can be substituted with relevant work experience and technical certifications such as CEH, MCSE, CCE, CRISC, CISM, CISSP, CompTIA Network+, Security+, MTA, MCSA or MCSE Certifications are equally 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.
- English – C2 proficient
- Excellent communications skills require written and verbal.
- None required
- Patience
- Detail-oriented
- Customer service skills
- Good telephone manner
- Good documentation skill
- Team player
- Confidence
- None Required
- Indirect, poor job performance may impact on user confidence and renewal of ESET licenses
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Tier 1 Technical Customer Care Engineer - Bournemouth, United Kingdom - ESET
Description
Job summary ESET Technical Support Agents provide technical product support to all ESET customers, partners, resellers, and internal personnel.Job description
Responsibilities and Duties
Education:
