Gen is a global company powering Digital Freedom through consumer brands including Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Our combined heritage is rooted in providing safety for the first digital generations. We bring leading technology solutions in cybersecurity, privacy and identity protection to more than 500 million users in 150 countries so they can live their digital lives safely, privately, and confidently today and for generations to come. We're always looking for smart, fearless, and dedicated people. Together, we have collective passion and a big vision to power Digital Freedom by protecting consumers and giving them control of their digital lives.
When you're a part of Gen, you are provided access to a range of resources and support to ensure you can do your best work and live your best life. This includes flexible working options with generous time off and competitive benefits & compensation packages.
Diversity is foundational to how we do business because we know the greatest ideas and results come from our unique perspectives and differences. We strive to create a safe, inclusive environment where you can bring your whole self to work. Team members are valued, respected, and celebrated for who they are in a meaningful and exciting atmosphere. Gen is an equal employment opportunity employer. Employment decisions are based on merit, experience, and business needs.
If this sounds like you-Gen has a dynamic, supportive culture with core values that celebrate diversity, promote teamwork, and encourage every team member to contribute and grow-join us!
About the Role:
The Restoration Department works directly with members to collect the essential data required and repair identity compromises and fraud. In addition, this position collaborates with various individuals, departments, and organizations to gather information and procedures necessary to provide a timely resolution of member issues and concerns. The Restoration Investigation Specialist must be flexible to adjust to a changing environment and be able to handle high-stress situations while remaining calm and confident partner with Team Managers and Training to share coaching and trends based on the evaluation of current data to improve the member experience.
About NortonLifeLock:
NortonLifeLock is a global leader in consumer Cyber Safety. Bringing together decades of experience in cybersecurity and identity theft protection, we are the consumer ally in today's connected world. NortonLifeLock solutions are powered by one of the world's largest civilian cyber intelligence networks allowing us to help protect against advanced online threats. Nearly 80 million members and customers in more than 150 countries trust us with their personal information. We're dedicated to making it easy for them to keep their connected lives safer while helping to secure their devices, online privacy, identity, and home and family needs. Learn more at NortonLifeLock.com.
About the Role:
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.
Responsibilities:
•Be the front-line voice of the company through professionalism and positive demeanor
•Demonstrates high member satisfaction levels and results; actively works to improve the overall member experience
•Provides high quality service beyond member expectations
•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
•Speaks positively of the company and members at all times
•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 active listening skills to assist member needs
•Asks clarifying questions to support proper solutions and uncover additional needs
•Displays a thorough knowledge of products, services and the industry to resolve issues without escalating to higher levels of management
•Able to provide daily feedback and readouts with management on voice of the customer and suggestions for improvements
•Navigate through multiple systems to support the customer and able to use critical thinking when answers to customers issues are completely clear
•Maintains regular contact with, and supports the Manager- and informs Manager and team members of specific member situations where potential for errors exist
Qualifications:
•HS Degree or equivalent and 2 years related experience, customer service, in a call center environment. A college degree can be substituted for experience
•Adheres to NortonLifeLock policies and procedures
•Strong communication, critical thinking, time management, multi-tasking over multiple systems, and call management skills
•Understands and is comfortable with sales and other call center Key Performance Indicators - preferred
•Prepared for and reacts positively to consistent change - preferred
•Able to multitask and prioritize effectively within guidelines - preferred
•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 and abide by all information and security policies and practice
Gen 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. Gen 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 employment-qualified individuals with arrest and conviction records. In addition, we 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.
Gen complies with all anti-discrimination laws.
To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.