Tier 1 Technical Customer Care Engineer

2 weeks ago

Bournemouth Dorset, United Kingdom ESET LLC Full time

Tier 1 Technical Customer Care Engineer

  • Job location: Bournemouth
  • Work time: Full time
  • Contract type: Regular

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 Apply Now #J-18808-Ljbffr

  • Tier 1 Technical Customer Care Engineer

    1 month ago

    Bournemouth, Dorset, 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...

  • Tier 1 Technical Customer Care Engineer

    7 days ago

    Bournemouth, United Kingdom ESET DACH Full time

    Tier 1 Technical Customer Care Engineer Arbeitsort: Bournemouth Arbeitszeit: Vollzeit Vertragsdauer: Unbefristet 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 ...

  • Tier 1 Technical Customer Care Engineer

    1 month ago

    Bournemouth, United Kingdom ESET Full time

    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...

  • Remote support technical service desk Support Engineer

    6 days ago

    Bournemouth, Dorset, United Kingdom Quostar Full time

    Title : 24/7 First Line Service Desk Engineer Team : Bournemouth Service Desk This position offers an excellent opportunity to advance your career in the IT industry. You will serve as our first-line engineer within a highly respected Managed Service Provider. As an integral member of our support team, you’ll be the go-to person for resolving...

  • 1st Line Technical Support Engineer

    2 weeks ago

    Bournemouth, Dorset, United Kingdom Rubicon People Partnership Full time

    1 st Line Technical Support Engineer, Bournemouth, GBP28,000 As a Technical Support Engineer within this software solutions company, you will play a crucial role in supporting with technical issues for customers. With opportunities to progress your career, the team fosters a growth environment where development and progression are encouraged. ...

  • 1st Line Technical Support Engineer in Bournemouth)

    2 weeks ago

    Bournemouth, Dorset, United Kingdom Rubicon Recruitment Group Full time

    1 st Line Technical Support Engineer, Bournemouth, £28,000 As a Technical Support Engineer within this software solutions company, you will play a crucial role in supporting with technical issues for customers. With opportunities to progress your career, the team fosters a growth environment where development and progression are encouraged. Background...

  • Engineer - Controls Engineering

    5 days ago

    Poole, Dorset, United Kingdom The Engineer Full time

    Salary: Depending on Experience Full Time, Permanent Hours of Work: Monday - Friday 8.Ventec 100 Ltd t/as Vent Engineering was founded in 1988. We are specialists in natural and smoke ventilation systems and have been importing, manufacturing, supplying, installing, and commissioning smoke ventilation systems for over 35 years for a variety of projects...

  • Senior Care Worker

    4 weeks ago

    Bournemouth, United Kingdom Waterfalls Recruitment Ltd Full time

    **HEALTH CARE ASSISTANT (Tier 2 Sponsorship Available)** This job involve supporting people with all aspects of their daily life, including social and physical activities, personal care, mobility and meal times. Healthcare Workers can work in care homes, people’s own homes or the community. **What would I do?** Duties may include: - supporting people...

  • Controls Engineer

    5 days ago

    Poole, Dorset, United Kingdom The Engineer Full time

    Job Title: Controls Engineer Location: Poole, Dorset Salary: Depending on Experience Job type:  Full Time, Permanent Hours of Work: Monday - Friday 8.30 -5.30, but there may be occasional out of hours required Ventec 100 Ltd t/as Vent Engineering was founded in 1988. We are specialists in natural and smoke ventilation systems and have been...

  • Construction Project Engineer

    5 days ago

    Bournemouth, Dorset, United Kingdom RTL Group Ltd Full time

    My client is a tier 1 civil engineering contractor and we are currently recruiting for an experienced Site Engineer to deliver a water treatment plant project in Bournemouth. Setting out all aspects involved with the water treatment scheme. Reporting and working with the Project Manager and foreman. Quality aspects like QA/QC and ITPs. Risk...

  • Site Engineer

    3 weeks ago

    Bournemouth, Dorset, United Kingdom Fawkes & Reece South Full time

    Site Engineer - Tier 1 - Major wastewater and civils project - Bournemouth My client is a World Leading Construction and Civil Engineering Company. They are presently delivering upgrade works to a major water treatment plant in the Bournemouth area and need reinforcements in the form of a Site Engineer for at least 12 months of work. The successful...

  • Site Engineer

    1 week ago

    Bournemouth, Dorset, United Kingdom Fawkes & Reece South Full time

    Site Engineer - Tier 1 - Major wastewater and civils project - Bournemouth My client is a World Leading Construction and Civil Engineering Company. They are presently delivering upgrade works to a major water treatment plant in the Bournemouth area and need reinforcements in the form of a Site Engineer for at least 12 months of work. The successful...

  • Customer Care Specialist

    4 weeks ago

    Bournemouth, United Kingdom Loans by Mal Full time

    We're looking for a people focused and ambitious individual to join our quickly-growing FinTech business Loans by Mal. Before we go any further, please be aware this role requires someone to be in our Bournemouth office 5 days per week and every 3rd Saturday. **What we will ask you to do**: As a member of the Customer Care team, your job will essentially be...

  • 1st Line Technical Support Engineer in Bournemouth)

    2 weeks ago

    Bournemouth, Dorset, England, United Kingdom Rubicon Recruitment Group Full time

    1 st Line Technical Support Engineer, Bournemouth, £28,000 As a Technical Support Engineer within this software solutions company, you will play a crucial role in supporting with technical issues for customers. With opportunities to progress your career, the team fosters a growth environment where development and progression are...

  • Construction Project Engineer

    2 weeks ago

    Bournemouth, Dorset, United Kingdom Fawkes & Reece South Full time

    Site Engineer - Tier 1 - Major wastewater and civils project - Bournemouth My client is a World Leading Construction and Civil Engineering Company. They are presently delivering upgrade works to a major water treatment plant in the Bournemouth area and need reinforcements in the form of a Site Engineer for at least 12 months of work. The successful...

  • Site Engineer

    5 days ago

    Bournemouth, Dorset, United Kingdom RTL Group Ltd Full time

    My client is a tier 1 civil engineering contractor and we are currently recruiting for an experienced Site Engineer to deliver a water treatment plant project in Bournemouth. Site Engineer Responsibilities: Setting out all aspects involved with the water treatment scheme. Reporting and working with the Project Manager and foreman. Quality aspects...

  • Customer Success Advocate

    3 weeks ago

    Bournemouth, Dorset, United Kingdom Kortext Full time

    Customer Success Advocate Salary: starting at - £22,308 pa Benefits: Company Bonus 26 days holiday plus Bank Holidays Healthcare Cashback plan Pension scheme Role progression opportunities with a tier pay system in place following probation rising to a maximum £25,750 pa Employee referral scheme Technology stipend, so you have the flexibility to...

  • Pre-Sales Technical Engineer

    2 months ago

    Bournemouth, Dorset, United Kingdom Eset Full time

    Pre-Sales Technical Engineer - NORTH page is loaded Pre-Sales Technical Engineer - NORTH Apply locations Bournemouth time type Full time posted on Posted 2 Days Ago job requisition id JR-04754 Job posting title Pre-Sales Technical Engineer - NORTH Job summary The pre-sales engineer will support the sales teams and the reseller channel by providing...

  • Site Engineer

    1 week ago

    Bournemouth, Dorset, United Kingdom Danny Sullivan Group Ltd Full time

    Danny Sullivan Group are currently recruiting for a Site Engineer role on a water treatment plant project in Bournemouth. Ideal candidate would have strong site experience working on similar projects in the civil and water sector. Responsibilities: Completion of construction records and assisting in the preparation of as-built'drawings and schedules. ...

  • Site Engineer

    3 weeks ago

    Bournemouth, Dorset, United Kingdom Fawkes & Reece South Full time

    Site Engineer - Tier 1 - Major wastewater and civils project - Bournemouth Role overview: My client is a World Leading Construction and Civil Engineering Company. They are presently delivering upgrade works to a major water treatment plant in the Bournemouth area and need reinforcements in the form of a Site Engineer for at least 12 months of work. The...