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, web chats, emails and voicemails from customers (both internal and external), taking ownership of each issue assigned and ensuring complete resolution in order to prevent repeat calls
Accurately log and track support calls and requests using the approved CRM, and / or other management approved tools.
Assist customers with basic program setup and administrative issues
Assist with identifying, troubleshooting and cleaning of viruses and / or malware within customer's operating environment
Perform remote analysis and diagnosis of customer issues and recommend and / or implement corrective solutions
Provide excellent support by ensuring customers are aware of products and services relevant to their needs as identified during the support interaction.
Ensure the successful onboarding of new, recently renewed, or upgraded partners, partner customers and direct customers
Work closely with other departments to resolve outstanding issues
Effectively collect and submit relevant data to appropriate groups for analysis and 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)
Assist in documenting solutions for our Knowledgebase for training and information purposes, and assist in creating and delivering internal processes and documentation to internal customers
Work closely with the Product Management, Quality Assurance, Research, and Knowledgebase teams to test, investigate, and document all aspects of existing and upcoming products
Communicate escalated and trending issues to other Customer Care teams
Test and replicate reported issues in test environment then report / document findings and results
Project a positive attitude and be a mentor for other employees.
Maintain a favorable image of ESET when interfacing with outside sources.
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
An excellent understanding of the English language is required
Answer and address all incoming support calls from customers; both internal and external
Answer and address incoming web chats, emails and voicemails from customers.
N / A
Detail - oriented
Customer service skills
Good telephone manner
Good documentation skill
N / A
Magnitude (Area of Impact)
Indirect, poor job performance may impact on user confidence and renewal of ESET licenses
Depending on experience and presentation there may be the occasional site visit - if required this will be a rare occurrence