Consumer Support Specialist

ESET•San Diego, CA

47d

About The Position

A Consumer Support Specialist answers basic sales and support questions with some overlap with sales and support teams. You will work closely with the sales and technical support teams to ensure a high level of customer satisfaction. The employee is an expert in at least one product in which he has in-depth knowledge. Employee is primarily concerned with issues in his area of expertise, but also has good knowledge of other products.

Requirements

Successfully completed commercial or IT-oriented education
optimal education-high school
Years of work experience: 3 years is optimum
3 months on the job training
Enhanced IT skills in supporting current operating systems and office applications
Enhanced knowledge about sales related processes and cases
Enhanced knowledge about call handling flow and support ticket flow in CRM system
English B2
Very good communication competence
N/A
N/A

Responsibilities

Provide technical support to customers for ESET consumer products.
Provide non-technical support to customers, partners and resellers about products, bundles and ESET platforms.
Provide support to customers, partners and resellers during the ordering process.
Gather relevant information based on requests from higher level support and implemented processes.
Qualify and escalate undocumented issues to next level support teams according to defined processes and procedures.
Keep up to date knowledge of existing products and their components, along with the tools, processes, and procedures relevant to the team.
Develop and maintain in-depth expertise in at least one product, providing advanced troubleshooting and support as needed.
Perform scheduled callbacks to customers and stakeholders and respond to their basic requests in accordance with the defined procedures.
Carry out other work according to the instructions of a managing employee in accordance with the activity of the department and the company.