Tier 1 Technical Customer Care Engineer
* Job location: Bournemouth
* Work time: Full time
* Contract type: Regular
Job summary
ESET Technical Support Agents provide technical product support to all ESET customers, partners, resellers, and internal personnel.
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 required, both written and verbal.
Managerial skills:
• None required.
Personal characteristics:
• Patience.
• Detail-oriented.
• Customer service skills.
• Good telephone manner.
• Good documentation skills.
• 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
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