Business Support Agent - ESET LLC : Job Details

Business Support Agent

ESET LLC

Job Location : San Diego,CA, USA

Posted on : 2024-10-10T03:26:04Z

Job Description :
Business Support Agent
  • Job location: San Diego
  • Work time: Full time
  • Contract type: Regular

Job summary

JOB PURPOSE: The Technical Support Business Support Agents are vital to ensuring that our Partners and SLA customers receive the highest level of support possible for our business solutions.

DUTIES and RESPONSIBILITIES:

  • Answers and addresses all incoming phone, voicemail, email, and chat requests for support.
  • Take ownership of each issue assigned and effectively bring it to resolution or escalation.
  • Responds to customer questions and solves complex problems using a combination of standardized procedures and in-depth troubleshooting.
  • Must possess ability to analyze and interpret logs, including but not limited to system logs, product specific logs, antivirus logs, etc.
  • Participates in a rotating schedule for after-hours support to include evenings, weekends, and holidays. Responds to inbound calls during assigned rotation and takes accountability for ownership of all after-hours issues during assigned rotation.
  • Responds to social media site inquiries referred by the ESET Online Community Manager(s) – i.e. LinkedIn, Facebook, Spiceworks, ESET Security Forum, etc.
  • Keeps precise records of all customer interactions, recording details of inquiries, complaints, troubleshooting, comments, as well as any actions taken.
  • Helps improve product reliability by asking the customer probing and effective questions to gather information in determining source of problems and customer needs.
  • Uses product information, multiple client tools, client specific reference materials, advanced technical knowledge, customer service, and problem solving skills to diagnose and resolve complex issues.
  • Maintain a favorable image of ESET when interfacing with outside sources.
  • Accurately record and submit timesheets and paid time off requests.
  • Answers and resolves cases within SLAs that are established by Technical Support Management.
  • Work closely with other departments to resolve outstanding issues.
  • Document and present technical support and/or training material to internal customers - i.e. Technical Support, Sales, etc.
  • May be asked to conduct one-on-one or group setting training of users, customers, and resellers.
  • Performs other duties and responsibilities not specifically outlined herein, as requested by the management team.
  • Provides support to resellers and end users in selecting optimal business solutions for their environment.
  • Accurately track, log and otherwise tag 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 Technical Support Teams.
  • Submit and maintain escalated/trending content within SharePoint sites.
  • Test and replicate reported issues in test environment then report/document findings and results.
  • Serve as Primary Contact and Subject Matter Expert for ESET Technical Alliance Partners as needed.
  • Assist in creating and delivering internal processes and documentation to internal customers.

    • GOALS and OBJECTIVES:

  • Maintain the highest level of quality by resolving issues with the correct info in a timely manner.
  • Strive to resolve customer issues with one call resolution.
  • Work closely with other team members to make sure we provide extremely high levels of service to our customers.
  • Meet and exceed bi-annual goals set forth by Technical Support Management.

    • PERFORMANCE MEASURES:

  • Must pass case and call quality goals.
  • Must meet call and chat handling goals such as wrap-up, phone and chat volume, talk time and other stats.
  • Meet or exceed goals for customer satisfaction based on customer satisfaction surveys.
  • Must maintain team ownership requirements.
  • Must be able to adhere to assigned schedule.
  • Attend and participate in scheduled team meetings.

    • KEY SUCCESS FACTORS:

  • Ability to work independently, with little supervision in a call center environment.
  • Customer centric demeanor.
  • Critical thinking, problem solving, and research skills a must.
  • Working technical knowledge of current protocols, operating systems and standards, including TCP/IP, Windows, Android and Mac OSX.
  • 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 and timely manner.
  • Must be able to adapt to every type of customer regardless of the computer skills they possess.

    • COMPETENCIES:

  • Customer/Client Focus
  • Decision Making/Problem Solving & Planning & Organization
  • Stress Tolerance
  • Action Oriented
  • Quality Orientation & Work Standards
  • Teamwork & Collaboration
  • Adaptability
  • Initiative

    • JOB FIT:

  • Must be available to work 24x7 days, evenings, weekends, and holidays - as requested by management - to meet the demands of the department and our customers.
  • Must have the flexibility to work overtime on short notice - as requested - by the management team.
  • Must have a history of good attendance.

    • KEY TECHNICAL SKILLS, QUALIFICATIONS and EDUCATION:

  • Bachelor's degree in Computer Science or four-year related degree highly desired.
  • A+ certification is required. Additional certifications including Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications, CCNA are 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.
  • Database experience (Microsoft SQL Server, etc.).
  • Experience with mail security or Microsoft Exchange preferred.
  • Ability to work multiple projects and tasks simultaneously in an efficient manner.

    • Job requisition: JR-04877 Business Support Agent (Open)

    Primary location: San Diego

    Additional locations:

    Time type: Full time

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