Summary
A Customer Support Agent 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.
REQUIREMENTSEducation:• 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
- Health insurance
- Death in service
- Employee assistance program (EAP)
- Pension
- Perkbox
- Free sight tests and discount on glasses
- Sick pay
- Extra holiday
- Wellbeing Allowance
Family
- Child Birth Allowance
- Marriage Allowance
- Enhanced Parental leave
Office
- Free Parking
- Hot and cold drinks and fruit
- Friday Breakfast
- Christmas PartySummer Party
Other
- Loyalty award
- Employee referral scheme
- Cycle to work
- Tech Scheme
- Christmas Hamper
Primary location
Bournemouth
Additional locations
Time type
Full time
Top Skills
What We Do
For more than 30 years we have been here helping to watch over and protect progress. Over a billion users worldwide rely upon ESET’s solutions to stay secure from increasingly sophisticated digital threats. ESET´s award-winning IT security software and services provide protection in over 200 countries and territories worldwide, with its software localized into more than 30 languages.
Meanwhile, the world continues to move forward at pace. When ESET was founded, the Internet was in its infancy. Now technology is part of everything we do and is central to the continued advancements in our society. Most of the time technology does just what it is supposed to, but in order to ensure continued progress in the digital age we need someone to question what’s going on in the background.
And that’s why we are here – to continue protecting technology from threats, enabling everyone to fully embrace it’s potential and rely on it.
Put simply - when technology enables progress, ESET is here to protect it.
ESET - Progress. Protected.
Visit www.eset.com to learn more
