Business Support Agent

Company: Eset
Location: San Diego
Posted on: November 8, 2024

Job Description:

Job Posting Title: Business Support AgentJob SummaryJOB 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 DescriptionDUTIES AND RESPONSIBILITIES:

• 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.
• Possesses the ability to analyze and interpret logs, including 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 social media site inquiries referred by the ESET Online Community Manager(s).
• 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.
• 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 as requested by the management team.
• Provides support to resellers and end users in selecting optimal business solutions.
• Accurately tracks, logs, and tags support requests using approved CRM tools.
• Ensures the successful onboarding of new, recently renewed, or upgraded partners.
• Ensures customer needs are met by ensuring customer awareness of relevant ESET products and services.
• Provides excellent support by ensuring customers are aware of products and services relevant to their needs.
• 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.
• Submits and maintains escalated/trending content within SharePoint sites.
• Tests and replicates reported issues in the test environment and documents findings.
• Serves as Primary Contact and Subject Matter Expert for ESET Technical Alliance Partners.
• 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 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 surveys.
• Must maintain team ownership requirements.
• Must adhere to assigned schedule.
• Attend and participate in scheduled team meetings.KEY SUCCESS FACTORS:
• Ability to work independently in a call center environment.
• Customer-centric demeanor.
• Critical thinking, problem-solving, and research skills.
• Working technical knowledge of current protocols, operating systems, and standards.
• Ability to communicate confidently with administrators of large systems.
• Ability to work multiple projects and tasks simultaneously.
• Must adapt to every type of customer regardless of computer skills.COMPETENCIES:
• Customer/Client Focus
• Decision Making/Problem Solving & Planning & Organization
• Stress Tolerance
• Action Oriented
• Quality Orientation & Work Standards
• Teamwork & Collaboration
• Adaptability
• InitiativeJOB FIT:
• Must be available to work 24x7, including days, evenings, weekends, and holidays.
• Must have flexibility to work overtime on short notice.
• Must have a history of good attendance.KEY TECHNICAL SKILLS, QUALIFICATIONS AND EDUCATION:
• Bachelor's degree in Computer Science or related field highly desired.
• A+ certification is required; additional certifications are highly desired.
• 2+ years of technical support experience in the software industry is desired.
• Network infrastructure experience or knowledge.
• 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 efficiently.Job Requisition: JR-04877 Business Support Agent (Open)Primary Location: San DiegoAdditional Locations: Time Type: Full time
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Keywords: Eset, Irvine , Business Support Agent, Sales , San Diego, California