Customer Experience Lab Support Expert

McAfee • Frisco, TX

8h • Onsite

About The Position

The Customer Experience Lab Support Expert at McAfee owns the customer and expert experience feedback loop. The role supports customers with complex issues, identifies product and process defects, runs experiments to determine effective solutions, and partners with Engineering and other teams to implement improvements. The Support Expert also helps define system requirements, conducts universal acceptance testing of new process or system designs, and works with the Vendor Manager Organization and frontline teams to drive change.

This position is based in Frisco, Texas and requires onsite work in the Frisco office five days per week. Candidates must live within commuting distance; relocation assistance is not offered. The anticipated compensation is USD $54,080.00 to $88,842.50 per year, depending on experience and qualifications.

Requirements

• At least 1 year of experience in process and performance improvement.
• At least 3 years of experience in a technology-related technical support role.
• Excellent technical troubleshooting skills.
• Strong analytical skills, including the ability to leverage and interpret data to drive decisions and measure impact.
• Independent thinking and a focus on achieving organizational goals through process optimization.
• Strong written and verbal communication skills for customer and cross-functional audiences.
• Effective presentation skills.
• Ability to thrive in a fast-paced, dynamic environment with changing priorities.
• Proactive approach to identifying improvement opportunities and driving continuous process and performance enhancement.
• Enjoy working in a collaborative and supportive work environment.
• Must be within commuting distance of Frisco, Texas, and able to work onsite five days per week.

Responsibilities

• Guide customers through resolution and keep them updated on issue-resolution progress.
• Communicate process, system, and performance improvement recommendations to stakeholders at all levels.
• Troubleshoot complex issues, identify root causes, and conduct experiments to find potential solutions and improve processes.
• Identify failure points in customer and agent experiences and participate in continuous refinement.
• Conduct pilot testing of new processes and system designs, identifying experience barriers and potential solutions.
• Collaborate with other departments to align on and gain support for process, system, and performance improvement recommendations.
• Serve as a subject matter expert for stakeholders and the Vendor Manager Organization.
• Use data to identify improvement opportunities, measure success, and guide decision-making.
• Quantify the impact of recommended changes.
• Partner with Engineering and other teams to implement improvements.
• Assist with defining system requirements and conduct universal acceptance testing of new process or system designs.
• Partner with the Vendor Manager Organization and frontline teams to drive change.

Benefits

• Bonus program
• 401(k) retirement plan
• Medical, dental, vision, basic life, short-term disability, and long-term disability coverage
• Paid parental leave
• Support and community involvement
• 14 paid company holidays
• Unlimited paid time off for exempt employees
• 96 hours of sick time and 120 hours of vacation accrued annually for non-exempt employees
• Flexible work hours
• Family-friendly benefits
• Social programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed