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
- Child Birth Allowance
- Marriage Allowance
- Enhanced Parental leave
- Free Parking
- Hot and cold drinks and fruit
- Friday Breakfast
- Christmas PartySummer Party
- Loyalty award
- Employee referral scheme
- Cycle to work
- Tech Scheme
- Christmas Hamper
Primary location
BournemouthAdditional locations
Time type
Full time
