ESET is a leading global security software company located in San Diego, California and Bratislava, Slovakia, and partner offices worldwide. We protect businesses and consumers from a range of evolving threats, including viruses, spyware, adware and identity theft. Our superior threat protection solutions are in high demand, and we're seeking talented, high-energy individuals to join our team.
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| Customer Care Technical Support Level 1 |
| Location: | San Diego |
| Job Code: | 180 |
| # of openings: | 1 |
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| Description |
Customer Care Technical Support Level 1 agents will provide technical product support to all ESET, LLC Home Support customers, partners, resellers, and internal personnel. Technical Support Level 1 Agents will record each customer request and help resolve each request by telephone and or email. This position reports directly to the Technical Support Level 1 Supervisor.
Essential Functions: Other duties may be assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
• Troubleshooting, resolving and documenting support calls and cases
• Assisting with tracking and trend monitoring.
• Assisting with testing
• Project a positive attitude and be a mentor for other employees
• Field requests for assistance from customers, partners and other employees (both technical and sales).
• Replicate and test reported issues.
• Contribute to product knowledge base and training documentation.
• Consistently meet and exceed quality improvement goals.
• Meet and exceed quarterly goals set forth by Customer Care Management.
• Provide back up support for Customer Service volume when necessary.
• Must complete 70% of team average volume goal for both cases and call volume
• Must pass 75% of quality audits
• Must pass 85% of Customer Satisfaction surveys
Qualifications:
Experience: Minimum of two years of technical support experience in computer software industry.
Education: Minimum of high school diploma or equivalent, post high school education preferred.
Knowledge, Skills, and Abilities:
• Knowledge of Windows client and server Operating Systems at an advanced level.
• Knowledge of networking applications and standards.
• Knowledge of and experience with security products (anti-virus, firewall, IDS, IPS).
• Knowledge of one of the following technical areas; web development, programming, hardware engineering, and computational theory.
• Skill in providing exceptional customer service.
• Ability to effectively communicate and solve problems.
• Ability to fluently communicate in a language in addition to English is beneficial but not required.
• Ability to set priorities and work with little to no supervision.
• Ability to research problems and educate themselves.
• Ability to focus in a dynamic environment.
• Ability to be diligently aware of intricate details.
• Ability to gauge customers’ knowledge and patience and communicate accordingly.
• Work individually and as part of a team.
• Ability to remain seated for extended periods of time.
• Ability to talk and listen on the phone for long periods of time.
• Ability to use hands for ongoing data entry. |
Customer Care Technical Support Level 1 San Diego
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