Customer Support Specialist

Summary

A Customer 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.

Job description

FUNCTIONAL RESPONSIBILITIES AND DUTIES • 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. REQUIREMENTS Education: • Successfully completed commercial or IT-oriented education • optimal education-high school Experience: • Years of work experience: 3 years is optimum • 3 months on the job training Knowledge: • 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 Language: • English B2 Communication: • Very good communication competence Managerial skills: • N/A Personal characteristics: • N/A

Benefits

Health & well-being

• Cigna Medical Plan
• Cigna Dental Plan
• EyeMed Vision Plan
• Reliance Standard Life Insurance
• Reliance Standard Long Term Disability Plan
• HealthJoy Employee Assistance Program
• Cigna Supplemental Insurance
• Lifestyle Spending Account
• Bi-Weekly Mediation Series
• On-site Gym and shower facilities

Family

• Volunteer Day off
• Paid Time off
• Tuition Reimbursement
• Birthing Parent Match
• Pet Insurance

Office

• Recreational Zone
• Coffee & Snacks
• Parking Benefit

Other

• Benefit Hub - Discounts on travel, cars, electronics, etc…
• 401(k) retirement savings
• ESET's Charitable Contributions Program
• Referral Program

Primary location

San Diego

Additional locations

Time type

Full time