San Diego, CA, United States
Customer Service, Sales, Bluecollar
Customer Service Agent I
Job posting title
Customer Service Agent I
ESET Customer Service Agents provide technical product support to all ESET Home Support customers, partners, resellers, and internal personnel.
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.
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.
Decision Making/Problem Solving
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.
JR-00953 Customer Service Agent I (Open)
Website : https://www.eset.com