ESET

Customer Support Specialist

Reposted 8 Days Ago

Be an Early Applicant

In-Office

Bournemouth, Dorset, England

Mid level

In-Office

Bournemouth, Dorset, England

Mid level

The Customer Support Specialist provides technical and non-technical support to customers and partners regarding ESET products, ensuring customer satisfaction and resolving issues effectively.

The summary above was generated by AI

Summary

The Customer Support Specialist answers basic sales and technical 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.

Job description

FUNCTIONAL RESPONSIBILITIES AND DUTIES
• 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 escalate 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.
REQUIREMENTS
Education:
• Successfully completed commercial or IT-oriented education
• optimal education-high school
Experience:
• Years of work 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

Benefits

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

Family

Child Birth Allowance
Marriage Allowance
Enhanced Parental leave

Office

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

Other

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

Primary location

Bournemouth

Additional locations

Time type

Full time

Top Skills

Crm Systems

Office Applications

Operating Systems

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