Malware Support Agent

Eset San Diego , CA 92140

Posted 3 weeks ago

Job posting title

Malware Support Agent

Job summary


ESET Malware Support Agents provide malware remediation and technical product support to all ESET customers, partners, resellers, and internal personnel. Malware Support Agents are expected to stay current with changes and trends to service our customers with their keen technical troubleshooting ability, exceptional problem solving skills, and outstanding customer service skills.

The Malware Support Agent must have a passion for problem solving, have excellent verbal and written communication skills and be comfortable working with high-profile customers. Malware Support Agents will be expected to also support ESET business solutions and provide technical product support to ESET North America business customers and internal personnel. This role is also expected to identify potential cross-sell opportunities and present them when appropriate after resolving issues for customers.

Job description


  • Answers and addresses escalated phone, voicemail, email, and chat requests for support. In high-volume situations or when not otherwise tasked, MSAs are expected to address queued calls and/or chats.

  • Take ownership of each issue assigned and effectively bring it to resolution or escalation, using product information, client tools, client specific reference materials, and other methods to resolve complex issues within defined ESET SLAs.

  • Must possess ability to analyze and interpret logs. This includes but not limited to system logs, product specific logs, antivirus logs, etc.

  • Keeps precise records of all customer interactions, recording details of inquiries, complaints, troubleshooting, comments, as well as any actions taken.

  • Provide root cause analysis to identify the cause of malware infections as well as the steps necessary to prevent and/or remediate the issue.

  • Assist with identifying, troubleshooting and cleaning of viruses and/or malware within customer's operating environment. Assist customers with basic program setup and administrative issues.

  • Provide virus samples to the appropriate groups for analysis and respond appropriately to the findings.

  • Gather information in determining source of problems and customer needs.

  • Maintains a favorable image of ESET when interfacing with outside sources.

  • Accurately records and submits timesheets and paid time off requests.

  • Contributes to internal tech support team resource site by documenting findings from escalated cases. Generally informs TS team training efforts by sharing knowledge in team meetings and assisting less senior agents via chat, email and other mediums.

  • Perform other duties and responsibilities not specifically outlined herein, as requested by the management team.

  • Provide support to resellers and end users in selecting optimal business solutions for their environment.

  • Actively identify and communicate cross-sell opportunities as appropriate for customer environments. Explains the benefits of scaling up existing ESET deployment.

  • Ensure customer needs are met by ensuring customer awareness of relevant ESET products and services when appropriate.

  • Effectively collect and submit relevant data to appropriate groups for analysis. Based on findings, follow up with customers regarding ticket statuses in a timely manner.

  • Communicate escalated and trending issues to other Technical Support Teams.

  • Test and replicate reported issues in test environment then report/document findings and results.


  • 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/case 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.


  • Must pass case, chat and call quality goals.

  • Must meet call and chat handling goals such as wrap-up, phone and chat 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 and be flexible when needed.

  • Attend and participate in scheduled team meetings.


  • Bachelor's degree in Computer Science or four-year related degree highly desired.

  • A+ certification and/or Network+ certification is required. Additional certifications including CySA+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications, CCNA are highly desired.

  • 5+ years of technical support experience in the software industry is desired, including but not limited to: malware handling, troubleshooting, and diagnosis experience.

  • Network infrastructure experience or knowledge (i.e. switches, routers, firewalls, etc).

  • Knowledge of DNS, DHCP, AD, Group Policy.

  • Database experience (Microsoft SQL Server, etc.) highly desired.

  • Experience with mail security or Microsoft Exchange preferred.

Job requisition

JR-01027 Malware Support Agent (Open)

Primary location

San Diego

Additional locations

Time type

Full time

Number of openings

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Social Media Customer Support Agent


Posted 6 days ago

VIEW JOBS 4/12/2019 12:00:00 AM 2019-07-11T00:00 Social Media Customer Support Agent * Full-time work from home opportunity for the right applicant! * Lots of opportunity to grow! Organifi is an industry leader in delicious, nutritious superfood products. And we are growing quickly!We're looking for an immediate hire to join our powerhouse team of rockstars!! Our workload is fast paced & filled with positive people looking to make a difference in the world! We collaborate. We laugh. We work hard every day and we're obsessed with superfoods! Free Supplements are also a perk!!! Our purpose is to unite the world through health and happiness. If that sounds like something you could get behind, then Organifi might be the opportunity you've been looking for... * ---------------------------------------------------- To learn more about how we help people, check out these resources: Job Summary: Consistent monitoring of our social accounts, interacting with & engaging our online community. Ensuring optimal experience with Organifi online! Responsibilities: * Responding to comments, answering questions about our products as well as other health/wellness/fitness related inquiries. * Responding to direct messages from our community & customers which may include support. * Recommending appropriate products to assist customers in achieving their health goals. * Escalating customer service issues/inquiries to support team & follow through resolve. * Ensuring our social community is kept free of negativity & bad vibes!!! Position Requirements * Excellent communication skills via type! * Proper grammar, punctuation are key. * Empathy & personality through text is required! * Self motivated, Ambitious & Results Driven! * Flexibility! We are fast paced & incorporate new projects & responsibilities regularly * Understand your greatest strengths, abilities and areas for growth. * Proactive, resourceful & adaptable. * Ability to communicate with other support team to ensure follow through. * Computer skills required & experience in Social Media account management is preferred. * Bilingual is a plus!! * Health/Wellness background/coaching a plus! Commitment to embrace the 5 core values of Organifi: 1. Conscious Contribution 2. WOW the world through heartfelt service 3. Dare to dream BIG 4. Be a leader and encourage others to rise 5. We're in this together Below, you will find the are common interactions we get on a regular basis both via public posting by customers or potential customers, on our ads & also via direct private message. We want to assume these posts are public, meaning we need to respond to them in a way that is polite, articulate, upholds our values as a company, & satisfies this member of our community as many other members of the community will also see this. Organifi San Diego CA

Malware Support Agent