Job posting title
Malware Support Agent
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.
DUTIES and RESPONSIBILITIES:
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.
GOALS and OBJECTIVES:
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.
KEY TECHNICAL SKILLS, QUALIFICATIONS and EDUCATION:
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.
JR-01027 Malware Support Agent (Open)
Number of openings