Business Support Engineer
Department: Customer Care
Summary:
ESET's Tier 2 Customer Care Engineer candidate will provide technical product support to all ESET, LLC customers, partners, resellers, and internal personnel. Tier 2 Customer Care Engineers will record each customer request and help resolve each request by telephone and or email.
This position will have the authority to resolve Business user technical issues within the parameters and procedures of Customer Care
Responsibilities:
- Fields email and phone requests for technical product support from customer/users and resellers of ESET security software
- Provides support to sales force and sales engineers
- Assists with product testing, troubleshoots and replicates issues
- Contributes to knowledge base and technical product documentation
- Performs training of users, customers, and resellers
- Meets and exceeds customer satisfaction targets
Qualifications:
- Two to five years of technical support experience in computer software industry
- Excellent communication, problem solving and customer service skills. Multilingual is a plus
- Expert knowledge of Windows client and server Operating Systems
- Detailed knowledge of networking applications and standards
- Alternate OS skills (Linux, Netware, etc.)
- Experience with security products (anti-virus, firewall, IDS, IPS) is desired
- Ability to set their own priorities and work with little to no supervision
- Ability to research problems and educate themselves
- Attention to detail and ability to focus in a dynamic environment
- Ability to gauge customers’ knowledge and patience and work with them accordingly
- Work individually and as part of a team
- Knowledge of a technical area other than those mentioned (web development, programming, hardware engineering, etc.)
- Only candidates local to Southern California will be considered (no relocation is available)
