Consumer Support Specialist

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.

• 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 elevate 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.

• Education:
  
  Successfully completed commercial or IT-oriented education; optimal education: high school.
• 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.

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Analyst and Customer Service
• Industries:
  Software Development and Computer and Network Security
• Location:
  
  San Diego, CA
• Salary range: $63,291.00 - $67,000.00