Technical Support Specialist

Join #TeamGen

We're more than just a company; we're a global leader in digital safety. With a strong commitment to ensuring that everyone can navigate the digital world securely, we unite the best minds and cutting-edge technology through our family of brands: Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Together, we protect over 500 million people worldwide. Our workplace is built on inclusivity, where your well-being is a top priority. We believe success comes from balance and authenticity. When you're thriving, you're unstoppable. So, bring your bold ideas and unstoppable drive, and join us in shaping the digital world.

Our hybrid work model (3 days in the office) gives us the face-to-face time to have creative conversations, meaningful meetings, make quick decisions, and build relationships. At the same time, it offers flexibility you need to focus and do your best work.

We are looking for a self-motivated individual having experience with technical support to join our Internal Tech Support Center of Excellence (COE) Team within Consumer Services and Inside Sales (CSIS). This is a strategic and operational role with responsibility for engaging with Gen customers, carrying out extensive root cause & log analysis. This person will represent the Voice of our Customers to internal stakeholders focused on improving overall customer experience.

This team will spend time resolving any questions customers have, as well as finding out areas of improvements in our experience. They will collate data, knowledge and customer feedback to come up with suggestions for customer experience improvements. The team may also assist with testing out any new concepts or ideas with our customers.

Objectives:

• As part of the Gen Tech Support COE team this person will handle customer queries via the standard support contact methods (phone, chat, email, remote access).
• Work closely with Support partner management teams to understand any challenges impacting the NetSat/Resolution rate/Case Handled time or any other SLA parameters and help them to effectively improve the same.
• Analyze top technical and transactional contact generators and issues for root cause & efficient UX.
• Carry out extensive root cause analysis with customer interactions & share info with Product Teams.
• Make suggestions to improve the overall customer experience and back this up with data/facts.
• Test any new concepts/ideas with our customers to help us understand what the impact may be to the wider customer population.
• Provide any relevant learnings, feedback or suggestions to the wider Support Delivery teams to help improve products/services performances.

Competencies:

• The candidate must be an excellent communicator and team player, a problem solver with strong collaboration skills, suited to take on various challenges.
• Flexibility in adapting to change or business needs
• Tech savvy and enthusiastic about emerging technologies
• Willingness to work in a fast-paced, dynamic environment and adapt to changing priorities.
• Technical knowledge of Network & All Operating systems (Mac, Windows, IOS & Android)
• Minimum 2 to 3 years work experience with customer service/technical support
• Excellent written and oral communication skills
• Bachelor's Degree, applicable certification or equivalent experience required
• Excellent soft skills and ability to build credibility and rapport with individuals of varied backgrounds
• Excellent knowledge of MS Office – emphasis on Excel, pivot tables, and PowerPoint
• Strong problem-solving skills & business analysis knowledge
• Qualifications and/or experience in data analysis is a strong advantage, along with the ability to understand and analyze data, as well as present findings.
• Should be willing to work in PST hours. Ability and willingness to work shifts when required

Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.