Business Support Agent

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Job description

JOB SUMMARY:

The Business Technical Support Agent role is vital to ensuring that our Partners and SLA customers receive the highest level of support for ESET business solutions.

The Business Support Agent must have a passion for problem solving, have excellent verbal and written communication skills and be comfortable working with high-profile customers. Business Support Agents will be ESET business solutions experts and provide top-level technical product support to all ESET North America business customers and on occasion internal personnel. This role is also expected to identify potential cross-sell opportunities and present them when appropriate after resolving issues for customers.

Business Support Agents are expected to stay current with information security trends and ESET software version releases to service our customers with their technical troubleshooting ability, exceptional problem solving skills, and outstanding customer service skills.

DUTIES and RESPONSIBILITIES:

• Answers and addresses escalated phone, voicemail, email, and chat requests for support. In high-volume situations or when not otherwise tasked, BSAs are expected to address queued calls and/or chats.
• Executes ESET Professional Service engagements for business type customers. Delivers preliminary documentation and collaborates with TS Management as well as Sales to deliver paid services including but not limited to ESET Deployment and Upgrade Service, ESET Enterprise Inspector deployment and optimization and malware removal service.
• Actively identifies and communicates cross-sell opportunities as appropriate for customer environments. Explains the benefits of scaling up existing ESET deployment.
• Take ownership of each issue assigned and effectively bring it to resolution or escalation. Using product information, client tools, client specific reference materials, and other methods to resolve complex issues within defined ESET SLAs.
• Must possess ability to analyze and interpret logs. This includes but is not limited to system logs, product specific logs, antivirus logs, etc.
• Assist with identifying, troubleshooting and cleaning of viruses and/or malware within customer's operating environment.
• Must be flexible with providing virus samples to the appropriate groups for analysis and respond appropriately to the findings, as needed.
• Participates in a rotating schedule for after-hours support to include evenings, weekends, and holidays. Responds to inbound calls during assigned rotation and takes accountability for ownership of all after-hours issues during assigned rotation.
• Keeps precise records of all customer interactions, recording details of inquiries, complaints, troubleshooting, comments, as well as any actions taken.
• Helps improve product reliability by asking the customer probing and effective questions to gather information in determining source of problems and customer needs.
• Maintains a favorable image of ESET when interfacing with outside sources.
• Accurately records and submits timesheets and paid time off requests.
• Contributes to scheduled team meetings. Generally, informs TS team training efforts by sharing knowledge in team meetings and assisting less senior agents via chat, email and other mediums.
• Performs other duties and responsibilities not specifically outlined herein, as requested by the management team.
• Provides support to resellers and end users in selecting optimal business solutions for their environment.
• Ensure the successful onboarding of new, recently renewed, or upgraded partners, partner customers and direct customers.
• Ensure customer needs are met by ensuring customer awareness of relevant ESET products and services when appropriate.
• Effectively collect and submit relevant data to appropriate groups for analysis.  Based on findings, follow up with customers regarding ticket statuses in a timely manner.
• Communicate escalated and trending issues to other Technical Support Teams.
• Test and replicate reported issues in test environment then report/document findings and results.

GOALS and OBJECTIVES:

• Maintain the highest level of quality by resolving issues with the correct info in a timely manner.
• Strive to resolve customer issues with one call resolution.
• 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 Technical Support Management.

PERFORMANCE MEASURES:

• Must pass case and call quality goals.
• Must meet call and chat handling goals such as wrap-up, phone and chat volume, talk time and other stats.
• Meet or exceed goals for customer satisfaction based on customer satisfaction surveys.
• Being able to actively communicate with customers and keep them updated on the status and resolution of their cases is necessary in order to uphold SLAs.
• Must maintain team ownership requirements.
• Must be able to adhere to assigned schedule.
• Attend and participate in scheduled team meetings.

KEY SUCCESS FACTORS:

• Ability to work independently with little supervision in a call center environment.
• Ability to multitask
• Customer-centric demeanor
• Critical thinking, problem solving, and research skills is a must.
• Working technical knowledge of current protocols, operating systems and standards, including TCP/IP, Windows, Android, MacOS, Linux distributions and virtualized environments.
• Ability to communicate with administrators of large private business and government systems with confidence and authority.
• Must be able to adapt to every type of customer regardless of the computer skills they possess
• Monitors and checks work to meet quality standards; demonstrates a high level of care and thoroughness; checks work to ensure completeness and accuracy.
• Maintains effective performance under pressure; handling stress in a manner that is acceptable to others and to the organization.

COMPETENCIES:

• Customer/Client Focus
• Product knowledge
• Decision Making/Problem Solving & Planning & Organization
• Stress Tolerance
• Action-oriented
• Quality Orientation & Work Standards
• Teamwork& Collaboration
• Adaptability
• Initiative
• Confident

JOB FIT:

• Must be available to work or be on-call 24x7 days, evenings, weekends, and holidays - as requested by management - to meet the demands of the department and our customers.
• Must have the flexibility to work overtime on short notice - as requested - by the management team.
• Must have a history of good attendance.
• Strong verbal and written communication skills in English. Additional languages is a plus.
• Comfortable interpreting customer questions over phone and chat mediums.

KEY TECHNICAL SKILLS, QUALIFICATIONS and EDUCATION:

• Bachelor’s degree in Computer Science or four-year related degree highly desired.
• A+ and Network+ certification is required.  Additional certifications including Linux+, Security+ , CySA + or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications, CCNA are highly desired.
• 5+ years of technical support experience in the software industry is desired, including but not limited to: malware handling, troubleshooting, and diagnosis experience.
• Network infrastructure experience or knowledge (i.e. switches, routers, firewalls, etc).
• Knowledge of DNS, DHCP, AD, Group Policy.
• Database experience (Microsoft SQL Server, etc.).
• Experience with mail security or Microsoft Exchange preferred.
• Ability to work multiple projects and tasks simultaneously in an efficient manner.

CAREER PATHWAYS:

• Business Product Technical Lead
• Security Services Agent
• Sales Engineer

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