Business Support Agent

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 FocusDecision Making/Problem Solving & Planning & OrganizationStress ToleranceAction OrientedQuality Orientation & Work StandardsTeamwork & CollaborationAdaptabilityInitiativeJOB 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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