Advanced Technical Support Specialist

4 weeks ago

Bournemouth, Bournemouth, United Kingdom ESET DACH Full time

Advanced Technical Support Specialist

Location: Bournemouth Employment Type: Full-time Contract Type: Permanent

Job Overview

ESET's Technical Support Specialists deliver comprehensive technical assistance to our valued customers, partners, resellers, and internal teams.

Key Responsibilities

  • Respond to and resolve all incoming support inquiries from both internal and external customers.
  • Manage incoming web chats, emails, and voicemails efficiently.
  • Take ownership of each assigned issue, ensuring effective resolution or escalation as necessary.
  • Follow through on all customer support requests, ensuring complete resolution to prevent repeat inquiries.
  • Assist customers with basic software setup and administrative concerns.
  • Troubleshoot, resolve, and accurately document support cases.
  • Collaborate with other departments to address outstanding issues.
  • Contribute to the Knowledgebase by documenting solutions for training and informational purposes.
  • Conduct remote analysis and diagnosis of customer issues, recommending and implementing corrective actions.
  • Aid in identifying, troubleshooting, and removing viruses and malware from customer systems.
  • Work closely with Product Management, Quality Assurance, Research, and Knowledgebase teams to test and document existing and upcoming products.
  • Maintain a positive demeanor and serve as a mentor to colleagues.
  • Uphold a favorable image of ESET while interacting with external sources.
  • Accurately track and log support requests using approved CRM tools.
  • Ensure successful onboarding of new or upgraded partners and customers.
  • Address customer needs by promoting relevant ESET products and services during support interactions.
  • Collect and submit relevant data for analysis, following up with customers regarding ticket statuses promptly.
  • Document and report all escalated issues to the appropriate teams.
  • Communicate trending issues to other Customer Care Teams.
  • Test and replicate reported issues in a controlled environment, documenting findings and results.
  • Assist in creating and delivering internal processes and documentation for internal stakeholders.

Qualifications

  • Education: Bachelor's degree in Computer Science or a related field is preferred. Relevant work experience and technical certifications (e.g., CEH, MCSE, CompTIA) may substitute for a degree.
  • Experience: A minimum of 2 years in technical support within the software industry, including malware handling and troubleshooting.
  • Knowledge: Familiarity with network infrastructure, including switches, routers, and firewalls, as well as DNS, DHCP, and Active Directory.
  • Communication: Excellent written and verbal communication skills are essential.
  • Personal Attributes: Patience, attention to detail, strong customer service skills, and the ability to work collaboratively.

Impact

The role indirectly influences user confidence and the renewal of ESET licenses through effective job performance.

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