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Job Details

Customer Service Agent I

Company name
ESET, LLC

Location
San Diego, CA, United States

Employment Type
Part-Time

Industry
Customer Service, Sales, Bluecollar

Posted on
Feb 06,2019

Valid Through
May 22,2019

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Profile

Customer Service Agent I

Job location:

San Diego

Work time:

Part time

Contract type:

Regular

Job posting title

Customer Service Agent I

Job summary

ESET Customer Service Agents provide technical product support to all ESET Home Support customers, partners, resellers, and internal personnel.

Job description

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.

DUTIES and RESPONSIBILITIES:

Answer and address all incoming support calls from customers; both internal and external.

Answer and address incoming web chats, emails and voicemails from customers.

Take ownership of each issue assigned and effectively bring it to resolution or escalation.

Own and follow through on all requests for support from customers; both internal and external.

Ensure complete resolution of issue(s) in order to prevent customers having to call back.

Assist customers with basic program setup and administrative issues.

Effectively troubleshoot, resolve and properly document support calls and cases.

Perform basic sales transactions on a needed basis.

Work closely with other departments to resolve outstanding issues.

Assist in documenting solutions for our Knowledgebase for training and information purposes.

Project a positive attitude and be a mentor for other employees.

Maintain a favorable image of ESET when interfacing with outside sources.

Accurately record and submit timesheets and paid time off requests.

Accurately track, log and otherwise tag support requests using the approved CRM, and/or other management approved tools.

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.

Provide excellent support by ensuring customers are aware of products and services relevant to their needs as identified during the support interaction.

KEY TECHNICAL SKILLS, KNOWLEDGE and QUALIFICATIONS:

Minimum of high school diploma or equivalent required, post high school education preferred.

Prior customer service or sales experience preferred.

Ability to work multiple projects and tasks simultaneously in an efficient manner.

KEY SUCCESS FACTORS:

Ability to work independently, with little supervision in a call center environment.

Customer centric demeanor.

Critical thinking, problem solving, and research skills a must.

PERFORMANCE MEASURES:

Must pass case and call quality goals.

Must meet call handling goals such as wrap-up, phone volume, talk time and other stats.

Meet or exceed goals for customer satisfaction based on customer satisfaction surveys.

Must maintain team ownership requirements.

Must be able to adhere to assigned schedule.

Attend and participate in scheduled team meetings.

COMPETENCIES

Customer/Client Focus

Adaptability/Applied Learning

Decision Making/Problem Solving

Initiative

Productivity

Quality Orientation

Stress Tolerance

Teamwork/Collaboration

JOB FIT:

Must be available to work days, evenings, weekends, and holidays - as needed - 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.

Job requisition

JR-00953 Customer Service Agent I (Open)

Primary location

San Diego

Additional locations

Time type

Part time

Company info

ESET, LLC
Website : https://www.eset.com

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