Online Chat Support Agent II Job Vacancy in ESET, LLC San Diego, CA – Latest Jobs in San Diego, CA – updated today

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Company Name : ESET, LLC
Location : San Diego, CA
Position : Online Chat Support Agent II

Job Description : JOB PURPOSE: ESET Online Chat Support Agents provide technical product support to all ESET customers, partners, resellers, and internal personnel.
Job description DUTIES and RESPONSIBILITIES: • Answer and address all incoming online chat support requests and emails from ESET customers. • Ability to successfully resolve multiple incoming online chat support requests at a time. • Be primary point of contact for all undocumented online chat support issues. • Take ownership of each online chat support request issue and effectively bring it to resolution or escalation. • Own and follow through on all online chat support requests from customers; both internal and external. • Ensure complete resolution of issue(s) in order to prevent repeat online chat support requests, if no resolution, escalate to appropriate channel. • Be backup for Online Chat Support Agent I overflow. • Effectively troubleshoot, resolve and properly document online chat support requests and phone/email cases. • Work closely with other departments to resolve outstanding issues. • Assist in creating and updating solutions for our Knowledgebase for training and information purposes. • Provide backup phone/voicemail support when necessary. • Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions. • Assist with identifying, troubleshooting and cleaning of viruses and/or malware within customer’s operating environment. • Document and present technical support and/or training material to internal customers – i.e. Technical Support, Sales, etc. • Work closely with the Product Management, Quality Assurance, Research, and Knowledgebase teams to test, investigate, and document all aspects of existing and upcoming products. • Project a positive attitude and be a mentor for other employees. • Maintain a favorable image of ESET when interfacing with outside sources. • Accurately record and submit timesheets and paid time off requests. • Accurately track, log and otherwise tag support requests using the approved CRM, and/or other management approved tools. • Ensure the successful onboarding of new, recently renewed, or upgraded partners, partner customers and direct customers. • Ensure customer needs are met by ensuring customer awareness of relevant ESET products and services when appropriate. • Provide excellent support by ensuring customers are aware of products and services relevant to their needs as identified during the support interaction. • Effectively collect and submit relevant data to appropriate groups for analysis. 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) • Communicate escalated and trending issues to other Customer Care Teams. • Submit and maintain escalated/trending content within SharePoint sites. • Test and replicate reported issues in test environment then report/document findings and results. • Serve as Primary Contact and Subject Matter Expert for ESET Technical Alliance Partners as needed. • Assist 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 first contact resolution. • Work closely with other team members to make sure we provide extremely high levels of service to our customers. • Meet and exceed bi-annual goals set forth by Customer Care Management. PERFORMANCE MEASURES: • Must pass case and call quality goals. • Must meet call and chat handling goals such as wrap-up, phone and chat volume, talk time and other stats. • 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 fast paced 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. • Must be able to adapt to every type of customer regardless of the computer skills they possess. • Monitors and checks work to meet quality standards; demonstrates a high level of care and thoroughness; checks work to ensure completeness and accuracy. • Maintains effective performance under pressure; handling stress in a manner that is acceptable to others and to the organization. COMPETENCIES: • Customer/Client Focus • Decision Making/Problem Solving & Planning & Organization • Stress Tolerance • Action Oriented • Quality Orientation & Work Standards • Teamwork& Collaboration • Adaptability • Initiative • Confident JOB FIT: • Must be available to work days, evenings, weekends, and holidays – as needed – to meet the demands of the department and our customers. • Must have the flexibility to work overtime on short notice – as requested – by the management team. • Must have a history of good attendance. • Strong verbal and written communication skills in English. Additionally languages is a plus. • Comfortable interpreting customer questions over phone and chat mediums. 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 are 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 work multiple projects and tasks simultaneously in an efficient manner.
Job requisition JR-03217 Online Chat Support Agent II (Open)
Primary location San Diego
Additional locations
Time type Full time

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