Customer Support Specialist at Eset

Summary

A Customer Support Agent answers basic sales and support questions with some overlap with sales and support teams. You will work closely with the sales and technical support teams to ensure a high level of customer satisfaction.
The employee is an expert in at least one product in which he has in-depth knowledge.
Employee is primarily concerned with issues in his area of expertise, but also has good knowledge of other products.

Job description

FUNCTIONAL RESPONSIBILITIES AND DUTIES
• Provide technical support to customers for ESET consumer products.
• Provide non-technical support to customers, partners and resellers about products, bundles and ESET platforms.
• Provide support to customers, partners and resellers during the ordering process.
• Gather relevant information based on requests from higher level support and implemented processes.
• Qualify and escalate undocumented issues to next level support teams according to defined processes and procedures.
• Keep up to date knowledge of existing products and their components, along with the tools, processes, and procedures relevant to the team.
• Develop and maintain in-depth expertise in at least one product, providing advanced troubleshooting and support as needed.
• Perform scheduled callbacks to customers and stakeholders and respond to their basic requests in accordance with the defined procedures.
• Carry out other work according to the instructions of a managing employee in accordance with the activity of the department and the company.

REQUIREMENTS
Education:
• Successfully completed commercial or IT-oriented education
• optimal education-high school

Experience:
• Years of work experience: 3 years is optimum
• 3 months on the job training

Knowledge:
• Enhanced IT skills in supporting current operating systems and office applications
• Enhanced knowledge about sales related processes and cases
• Enhanced knowledge about call handling flow and support ticket flow in CRM system

Language:
• English B2

Communication:
• Very good communication competence

Managerial skills:
• N/A

Personal characteristics:
• N/A

Benefits

Health & well-being

• Cigna Medical Plan
• Cigna Dental Plan
• EyeMed Vision Plan
• Reliance Standard Life Insurance
• Reliance Standard Long Term Disability Plan
• HealthJoy Employee Assistance Program
• Cigna Supplemental Insurance
• Lifestyle Spending Account
• Bi-Weekly Mediation Series 
• On-site Gym and shower facilities

Family

• Volunteer Day off
• Paid Time off
• Tuition Reimbursement
• Birthing Parent Match
• Pet Insurance

Office

• Recreational Zone
• Coffee & Snacks
• Parking Benefit

Other

• Benefit Hub - Discounts on travel, cars, electronics, etc…
• 401(k) retirement savings
• ESET's Charitable Contributions Program
• Referral Program

Primary location

San Diego

Additional locations

Time type

Full time Apply Now