Tier 3 Technical Support

McAfee•Frisco, TX

2d•Onsite

About The Position

Role Overview: Do you like solving problems for customers? Do you enjoy optimizing process? Do you want to be part of a new in-house team of troubleshooting customer service support agents to transform the Customer Experience Lab as we optimize the customer experience and execute process and system optimization initiatives? If so, this may be the role for you. As a Support Expert with the Customer Experience Lab at McAfee, you own the customer and expert experience feedback loop. You’ll assist customers with complex issues, identify product and process defects, conduct experiments to determine best in class solutions, partner with Engineering and other teams to implement improvements, assist with defining system requirements, conduct universal acceptance testing of new process or system designs, and partner with the Vendor Manager Organization and frontline teams to drive change. Your ability to foster continuous improvement for both the customer and expert experiences will be key to your success in the role. This position is based in Frisco, TX. You will be required to be onsite in our Frisco, TX office 5 days per week. We are only considering candidates within a commutable distance to Frisco and are not offering relocation assistance at this time. About the role: Engage with customers to guide them through resolution and keep them updated on progress of issue resolution Communicate process, system, and performance improvement recommendations effectively to stakeholders at all levels, ensuring understanding, engagement, and support Troubleshoot complex issues, identify root cause, and conduct experiments to find potential solutions and improve processes Identify failure points in the 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 ensure alignment and buy-in for process, system, and performance improvement recommendations Serve as subject matter expert for stakeholders and Vendor Manager Organization Utilize data to identify areas for improvement, measure success, and guide decision-making Quantify impact of recommended changes About you: 1+ years of experience in process and performance improvement 3+ years’ experience in technology related technical support type role Excellent technical troubleshooting skills Strong analytical skills with ability to leverage and interpret data to drive decisions and measure the impact Independent thinker with focus on achieving organizational goals through process optimization Strong written and verbal communication skills for both customer and cross-functional audiences Effective presentation skills Thrive in fast-paced, dynamic environment with changing priorities. Proactive in improvement opportunity identification and driving continuous enhancement of processes and performance Enjoy working in a collaborative and supportive work environment #LI Company Overview McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment. Company Benefits and Perks: We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We’re proud to be Great Place to Work® Certified in 10 countries, a reflection of the supportive, empowering environment we’ve built where people feel seen, valued, and energized to reach their full potential and thrive. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees. Bonus Program Pension and Retirement Plans Medical, Dental and Vision Coverage Paid Time Off Paid Parental Leave Support for Community Involvement We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status. McAfee recognizes and supports its obligation to reasonably accommodate applicants and employees with disabilities. We are here to help. Please let us know if you need a reasonable accommodation for any part of the application, interviewing, hiring, or at any other time during the employment process. Please do not include personal medical information in the email. Diversity is foundational for our business success. We want to be a workplace of choice for all people and we value the unique perspectives offered by a diverse workforce. McAfee does not unlawfully discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, citizenship, disability, protected veteran status, age, ancestry, medical condition, genetic information, marital status, pregnancy, or any other legally protected status. This principle applies to all areas of employment: recruitment and hiring, training, performance evaluations, promotions and transfers, compensation and benefits, and social and recreational programs. McAfee desires to be an employer of choice with an inclusive environment for all individuals. As part of this goal and in compliance with various laws and regulations, McAfee provides reasonable accommodation to applicants and employees. Requests for reasonable accommodation for applicants and employees are evaluated on a case-by-case basis. By submitting your CV/resume, McAfee will use the personal data that you have submitted in order to consider your application for a relevant role. McAfee processes personal data in accordance with its Privacy Policy (https://www.mcafee.com/enterprise/en-gb/about/legal/privacy.html).

Requirements

1+ years of experience in process and performance improvement
3+ years’ experience in technology related technical support type role
Excellent technical troubleshooting skills
Strong analytical skills with ability to leverage and interpret data to drive decisions and measure the impact
Independent thinker with focus on achieving organizational goals through process optimization
Strong written and verbal communication skills for both customer and cross-functional audiences
Effective presentation skills
Thrive in fast-paced, dynamic environment with changing priorities.
Proactive in improvement opportunity identification and driving continuous enhancement of processes and performance
Enjoy working in a collaborative and supportive work environment

Responsibilities

Engage with customers to guide them through resolution and keep them updated on progress of issue resolution
Communicate process, system, and performance improvement recommendations effectively to stakeholders at all levels, ensuring understanding, engagement, and support
Troubleshoot complex issues, identify root cause, and conduct experiments to find potential solutions and improve processes
Identify failure points in the 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 ensure alignment and buy-in for process, system, and performance improvement recommendations
Serve as subject matter expert for stakeholders and Vendor Manager Organization
Utilize data to identify areas for improvement, measure success, and guide decision-making
Quantify impact of recommended changes