Technical Support for a Cybersecurity Company (Remote)

ESET Consumer Support Agents provide escalated technical product support to customers with and without licensing for ESET consumer products.

GOALS and OBJECTIVES

• Maintain the highest level of quality by resolving issues with the correct info in a timely manner.
• Accurately identify and convert customers for ESET Home Advisors.
• Strive to resolve customer issues with onechat/onecall resolution.
• Meet and exceed biannual goals set forth by Technical Support Management.

DUTIES and RESPONSIBILITIES

• Answer and address support chats/calls from customers.
• Answer and address incoming emails and inbound calls from customers.
• Take ownership of each issue assigned and effectively bring it to resolution or escalation according to any and all approved workflows communicated by Technical Support Management.
• Ensure customer needs are met by ensuring customer awareness of relevant ESET products and services when appropriate.
• Provide remote troubleshooting using BeyondTrust or ESET clientofchoice.
• Ensure complete resolution of issue(s) in order to prevent customers having to contact us again.
• Effectively troubleshoot, resolve and properly document support calls, chats, and cases.
• Effectively execute transactions for paid services.
• Work closely with other departments to resolve outstanding issues.
• Assist in documenting solutions for our Knowledgebase for training and information purposes.
• Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
• Provide backup chat/case/call support for Customer Service volume when necessary.
• 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 managementapproved tools.

We’re looking for a Technical Support professional with at least 1 year of experience in Cybersecurity Technical Support. The ideal candidate can multitask efficiently, troubleshoot customer issues through chat, email, or calls, and deliver timely, highquality resolutions., Years of Experience 6+ months customer service or technical support required. Software/platforms required MS Teams, Salesforce, Bomgar, Dexter not really required but preferred.

Skills and Experience Required “KEY TECHNICAL SKILLS, KNOWLEDGE and QUALIFICATIONS

• Minimum of high school diploma or equivalent required, post high school education preferred.
• Technical certifications including A+, Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications are highly desired.
• 6+ months customer service or sales experience required.
• Ability to work on multiple projects and tasks simultaneously in an efficient manner., * Minimum of high school diploma or equivalent required, post high school education preferred.
• Technical certifications including A+, Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications are highly desired.
• 6+ months customer service or sales experience required.
• Ability to work on multiple projects and tasks simultaneously in an efficient manner.

KEY SUCCESS FACTORS

• Ability to work independently, with little supervision in a fastpaced environment.
• Customercentric demeanor.
• Critical thinking, problemsolving, and research skills are a must.
• Must be able to adapt to every type of customer regardless of the computer skills they possess.

PERFORMANCE MEASURES

• Must pass calls, case and chat quality goals.
• Must meet call/chat handling goals such as wrapup, talk time, first contact resolution, 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.

Tech Checklist Gotta Have It!

• A reliable computer (at least with Windows 10 and i5 processor), a stable highspeed internet of 100 MBPS connection and back up for both.
• A quiet, cozy workspace to handle calls and chats like a pro.

Working Conditions 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. HOOP 5AM3PM PT from MON
• FRI

At LTVplus, we’re all about delivering WOWworthy customer experiences for brands worldwide. We’re a remotefirst company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.