Technical Support Specialist

3 weeks ago

Bournemouth, 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. This role requires a strong technical background and excellent communication skills to effectively troubleshoot and resolve customer issues.

Responsibilities and Duties
  • Answer and address all incoming support calls from customers, both internal and external.
  • Respond to 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) to prevent customers from 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 favorable 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.
  • Communicate escalated and trending issues to other Customer Care Teams.
  • Test and replicate reported issues in a test environment, then report/document findings and results.
  • Assist in creating and delivering internal processes and documentation to internal customers.
Requirements
  • 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.
Leadership
  • None Required.
Magnitude (Area of Impact)
  • Indirect, poor job performance may impact on user confidence and renewal of ESET licenses.

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