What are the responsibilities and job description for the Consumer Support Specialist position at ESET?
Summary
A Consumer 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
At ESET, diversity, equity, and inclusion (DEI) are integral to our corporate culture. We believe in creating a respectful environment, where everyone feels valued and respected, welcoming applications from individuals of all backgrounds, including race, gender, age, religion, disability, and sexual orientation.
A Consumer 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
At ESET, diversity, equity, and inclusion (DEI) are integral to our corporate culture. We believe in creating a respectful environment, where everyone feels valued and respected, welcoming applications from individuals of all backgrounds, including race, gender, age, religion, disability, and sexual orientation.