Posting ID : A1068461665
Date Posted : 2015-08-18
Category : Technical Support
ESET North America is looking for multiple talented remote Online Chat Support Agent II's to join our growing Support Team! This is a remote position supporting our customers / ESET's HQ is in San Diego, CA. ESET is currently offering a 43-50k base + 10% performance bonus, along with great benefits which include medical (employee+family), dental (employee+family), vision (employee+family) and more... Click thru the following link to learn more and apply:
ESET Online Chat Support Agents provide technical product support to all ESET customers, partners, resellers, and internal personnel.
DUTIES and RESPONSIBILITIES:
Answer and address 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.
Be backup for Online Chat Support Agent I overflow.
Effectively troubleshoot, resolve and properly document online chat support and cases.
Work closely with other departments to resolve outstanding issues.
Assist in creating and updating solutions for our Knowledgebase for training and information purposes.
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.
Provide backup phone/voicemail support when necessary.
Document and present technical support and/or training material to internal customers - i.e. Customer Care, 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.
KEY TECHNICAL SKILLS, KNOWLEDGE and QUALIFICATIONS:
Bachelor's degree in Computer Science or four-year related degree required.
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.