Job Description

Summary

A Customer Support Agent 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.
Job description

FUNCTIONAL RESPONSIBILITIES AND DUTIES

o Provide technical support to customers for ESET consumer products. o Provide non-technical support to customers, partners and resellers about products, bundles and ESET platforms. o Provide support to customers, partners and resellers during the ordering process. o Gather relevant information based on requests from higher level support and implemented processes. o Qualify and escalate undocumented issues to next level support teams according to defined processes and procedures. o Keep up to date knowledge of existing products and their components, along with the tools, processes, and procedures relevant to the team. o Develop and maintain in-depth expertise in at least one product, providing advanced troubleshooting and support as needed. o Perform scheduled callbacks to customers and stakeholders and respond to their basic requests in accordance with the defined procedures. o Carry out other work according to the instructions of a managing employee in accordance with the activity of the department and the company.

REQUIREMENTS

Education:

o Successfully completed commercial or IT-oriented education o optimal education-high school

Experience:

o Years of work experience: 3 years is optimum o 3 months on the job training

Knowledge:

o Enhanced IT skills in supporting current operating systems and office applications o Enhanced knowledge about sales related processes and cases o Enhanced knowledge about call handling flow and support ticket flow in CRM system

Language:

o English B2

Communication:

o Very good communication competence

Managerial skills:

o N/A

Personal characteristics:

o N/A
Benefits


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Health & well-being

Health insurance Death in service Employee assistance program (EAP) Pension Perkbox Free sight tests and discount on glasses Sick pay Extra holiday Wellbeing Allowance
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Family

Child Birth Allowance Marriage Allowance Enhanced Parental leave
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Office

Free Parking Hot and cold drinks and fruit Friday Breakfast Christmas PartySummer Party
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Other

Loyalty award Employee referral scheme Cycle to work Tech Scheme Christmas Hamper
Primary location


Bournemouth
Additional locations


Time type


Full time