Tier 1 Technical Customer Care Engineer

2 weeks ago


Bournemouth, Bournemouth, United Kingdom Eset Full time

Tier 1 Technical Customer Care Engineer page is loaded

Tier 1 Technical Customer Care Engineer Apply locations Bournemouth time type Full time posted on Posted Yesterday job requisition id JR-04662

Job posting title

Tier 1 Technical Customer Care Engineer

Job summary

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

Job description

Responsibilities and Duties

• 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.

Requirements
Education:

• 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.
Experience

• 2+ years of technical support experience in the software industry is desired, including but not limited to: malware handling, troubleshooting, and diagnosis experience.
Knowledge

• 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.
Language

• English – C2 proficient Communication

• Excellent communications skills require written and verbal.
Managerial skills

• None required
Personal characteristics

• Patience

• Detail-oriented

• Customer service skills

• Good telephone manner

• Good documentation skill

• Team player

• Confidence Leadership

• None Required Magnitude (Area of Impact )

• Indirect, poor job performance may impact on user confidence and renewal of ESET licenses

Job requisition

JR-04662 Tier 1 Technical Customer Care Engineer (Open)

Primary location

Bournemouth

Additional locations

Time type

Full time #J-18808-Ljbffr

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