Online Chat Support Agent Ii

ESET Online Chat Support Agents provide technical product support to all ESET customers, partners, resellers, and internal personnel.

Job description

Goals and Objectives

• Work closely with other team members to make sure we provide extremely high levels of service to our customers.
• Meet and exceed bi-annual goals set forth by Customer Care Management.
• Strive to resolve customer issues first contact resolution.
• Maintain the highest level of quality by resolving issues with the correct info in a timely manner.

Duties and Responsibilities

• Effectively troubleshoot, resolve and properly document online chat support and cases.
• Be primary point of contact for all undocumented online chat support issues.
• Assist in creating and updating solutions for our Knowledgebase for training and information purposes.
• Document and present technical support and/or training material to internal customers - i.e. Customer Care, Sales, etc
• Answer and address incoming online chat support requests and emails from ESET customers.
• Take ownership of each online chat support request issue and effectively bring it to resolution or escalation.
• Ability to successfully resolve multiple incoming online chat support requests at a time.
• Ensure complete resolution of issue(s) in order to prevent repeat online chat support requests.
• Provide backup phone/voicemail support when necessary.
• Be backup for Online Chat Support Agent I overflow.
• Work closely with other departments to resolve outstanding issues.
• Own and follow through on all online chat support requests from customers; both internal and external.
• Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
• Work closely with the Product Management, Quality Assurance, Research, and Knowledgebase teams to test, investigate, and document all aspects of existing and upcoming products.
• Assist with identifying, troubleshooting and cleaning of viruses and/or malware within customer's operating environment.
• Project a positive attitude and be a mentor for other employees.

Key Technical Skills, Knowledge, and Qualifications

• Bachelor’s degree in Computer Science or four-year related degree required.

• A+ certification is required. Additional certifications including Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications are highly desired.

• 2+ years of technical support experience in the software industry is desired, including but not limited to: malware handling, troubleshooting, and diagnosis experience.

Job requisition

JR-04204 Online Chat Support Agent II (Open)

Primary location

Milwaukee (Home Office)

Additional locations

Time type

Full time