• Job Description

  Req#: JR-05438

  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

• About the company

  ESET is a Slovak internet security company that offers anti-virus and firewall products.

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