Business Support Agent Job at ESET, spol. s r.o., San Diego, CA

TkVWTVc1UWlYQ0lhb01xZXBOSkw1RWZpTGc9PQ==
  • ESET, spol. s r.o.
  • San Diego, CA

Job Description

Business Support Agent

  • Job location: San Diego
  • Work time: Full time
  • Contract type: Regular

Job posting title

Business Support Agent

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.

Job description

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. This includes 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-or-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

Job Tags

Holiday work, Full time, Contract work, Afternoon shift,

Similar Jobs

ACES Group LLC

DoD CIO Policy and Strategy Expert Job at ACES Group LLC

 ...Clearance Required | Hybrid | 5 Yrs | Sep/Oct Start | ACES is seeking a Policy and Strategy Subject Matter Expert to support DoD CIO. Hybrid Work requires ACTIVE TS/SCI CLEARANCE on 5 Year Contract starting in immediately in the Mark Center, Arlington, VA .... 

Worth AI

Customer Success Manager Job at Worth AI

 ...passionate and results-driven Customer Success Manager to join our team...  ...and advocate. You will work closely with customers to understand...  ...ensure seamless delivery of services and solutions to our customers...  ...9 paid Holidays ~ Work From Home ~ Free Food & Snacks (in Orlando... 

Menorah Park

Social Worker Job at Menorah Park

Menorah Park of CNY seeks an experienced Social Worker with a background in clinical psychosocial responsibilities. The ideal candidate should be comfortable helping patients adapt to their limitations and assisting families with important decisions about their loved ones... 

Mammoth Biosciences

Scientist I - Epigenetic Editing Technologies Job at Mammoth Biosciences

 ...salary will be determined by relevant professional experience, applicable skills, and internal equity. Mammoth Biosciences is a biotechnology company focused on leveraging its proprietary ultracompact CRISPR systems to develop long-term curative therapies, as well as... 

Compass Group

Executive Chef - Bon Appetit Cafe Best Buy Corporate - Minneapolis,MN Job at Compass Group

 ...Company we are committed to two things, great food and outstanding service! At Bon Appetit you won't find our managers referring to a corporate recipe book or our chefs microwaving the lunch special. We do not have standardized recipes or central commissaries, instead, our...