Associate Cyber Security Agent

Gen Digital • Tempe, AZ

34d

About The Position

The Cyber Security Support Agent will successfully drive customer satisfaction as the front-line resource for handling inquiries regarding product support, account management, member-portal navigation, across Norton and LifeLock security offerings. The perfect match will have a strong ability to empathize, negotiate, think critically, multi-task, and troubleshoot across various systems/areas including light tech support such as; downloading software and assisting members navigating through different browsers in an efficient manner. In addition, he/she will be a product expert focused on customer education and service expansion opportunities to drive increased revenue. We are looking for a high-performing team member that will be a value to our existing company culture.

Requirements

• HS Degree or equivalent and 2 years related experience, customer service, in a call center environment. A college degree can be substituted for experience
• Ability to protect all forms of highly confidential and proprietary business information and ability to maintain the highest standards of privacy and security
• Ability to follow, adheres and abide by all Norton Lifelock information and security policies, procedures and practices

Nice To Haves

• Prepared for and reacts positively to consistent change - preferred
• Able to multitask and prioritize effectively within guidelines - preferred

Responsibilities

• Builds strong rapport by utilizing relating skills, asking clarifying questions and assisting customer needs
• Able to think quickly and move quickly through multiple systems to solve customers' Norton and LifeLock questions
• Demonstrates a high degree of empathy, compassion, and professional kindness with all members
• Demonstrates a high skill level of relationship building by using needs based selling techniques and sharp communication skills
• Resolves any member conflict or dissatisfaction with products or services to ensure continued member loyalty
• Demonstration of excellent written and verbal skills; proven track record of member interaction
• Builds rapport and confidence with the member by facilitating discussions regarding identity theft concerns and offering appropriate solutions with our service
• Displays a thorough knowledge of products, services and the industry to resolve issues without escalating to higher levels of management

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees