What you’ll do in this role: Listen: Act as the company “gatekeeper”; greet customers warmly and ascertain their problem or reason for calling. Actively listen to the customer and discuss their request for products, services, or support and respond accordingly. Problem solve: Utilize computer technology to handle simultaneous call, case, email, and live chat volumes. Through these interactions, you’ll need to explain the technical details of the company’s products and services and may be required to cancel/upgrade accounts and/or assist with placement of orders, refunds, or exchanges. Support: Provide information to the customer and place appropriate notes in Salesforce indicating exactly what action was taken or needs to be taken; at times, you may need to attempt to persuade customer to reconsider cancellation. Assist customers in completing website sales transactions and, otherwise, work internally to assist the Customer Support Team to ensure consistent support is available to our customers. What you’ll need in this role: High school diploma or equivalent work experience; 1 year of work experience in a customer service/phone support role Excellent written and verbal communication skills, including use of proper grammar and appropriate tone and flow, including strong customer service, analytical, and decision-making skills Computer literacy, including working knowledge of Google Suite and Salesforce; advanced knowledge of internet search technologies Ability to work in a fast-paced environment, multi-task and carry-on multiple conversations simultaneously via phone and chat Strong personal computer and web browsing skills What we offer: Competitive Group Health and Insurance plans, including 401K 12 paid holidays Generous PTO Friendly work environment Additional details you’ll want to know: Full-time non-exempt role reporting to the Account Development and Customer Support Manager based in Tempe, AZ During COVID, you will be working remotely from home but will be required to work in-office at our Tempe, AZ location when it is safe to do so. Availability to work a scheduled shift consistently during the hours of 9:30am-6:00pm MST, Monday through Friday. Each shift includes rotating Saturday shifts. Scheduled shifts are subject to change slightly due to Daylight Savings Time. Competitive compensation and benefits package including health care, paid vacation, and 401k. You will receive training, mentorship, and resources in order to be successful. #LI-DR1 NortonLifeLock is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. NortonLifeLock strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds. We also consider for employment qualified individuals with arrest and conviction records. In addition, NortonLifeLock will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency. EEO is the law. Applicants and employees of NortonLifeLock Inc. are protected under Federal law from discrimination. See the EEO poster and supplement.