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:
- Answers and addresses all incoming phone, voicemail, email, and chat requests for support.
- Takes ownership of each issue assigned and effectively brings 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 the 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.
- 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.
- Maintains a favorable image of ESET when interfacing with outside sources.
- Accurately records and submits timesheets and paid time off requests.
- Answers and resolves cases within SLAs established by Technical Support Management.
- Works closely with other departments to resolve outstanding issues.
- Documents and presents technical support and/or training material to internal customers.
- 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 tracks, logs, and otherwise tags support requests using the approved CRM, and/or other management approved tools.
- Ensures the successful onboarding of new, recently renewed, or upgraded partners, partner customers, and direct customers.
- Ensures customer needs are met by ensuring customer awareness of relevant ESET products and services when appropriate.
- Effectively collects and submits relevant data to appropriate groups for analysis.
- Documents and reports all escalated issues to appropriate groups.
- Communicates escalated and trending issues to other Technical Support Teams.
- Tests and replicates reported issues in test environment then reports/documents findings and results.
- Serves as Primary Contact and Subject Matter Expert for ESET Technical Alliance Partners as needed.
- Assists 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 provide 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.
- 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 adapt to every type of customer regardless of their computer skills.
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.
- 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.
- 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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