- Deliver excellent customer service in order to resolve customer concerns and retain customers.
- You will be dealing directly with Symantec's customers (webmasters, technical contacts) who use our SSL certificate services.
- Your role will be to ensure that their customer experience is top-notch by answering any questions or resolving any problems that our customers report.
- You may need to work with technical support engineers to resolve some issues reported by customers.
- You will be communicating via support tickets, email, phone, and chat.
- Receive inbound customer emails/calls and place outbound follow up emails/calls during scheduled hours, providing an excellent customer experience at all times
- Achieve productivity related targets including support tickets processed, average response time, average time to close, etc.
- Use all proprietary database, web and telephony tools effectively, reporting faults to helpdesk or supervisors as soon as they occur.
- Remain fully aware of the availability of all aspects of the SSL certificate products so that every opportunity to meet our customer's needs is taken.
- Arrive to work on time, have no unauthorized absences, and ensure accurate recording of time-sheet information.
Qualifications
- Minimum of a BS in Computer Science, related technical degree, or equivalent work experience.
- Basic knowledge of HTML, JavaScript, PHP and other coding language.
- Basic understanding of Internet principles, terminology and functionality.
- Familiarity with UNIX script commands, website/web server administration a strong plus.
- Customer-facing experience (you have dealt with customers directly, and you are a “people-person” who knows how to talk to clients).
- Ability to think on your feet – good problem-solving skills.
- Certifications are a plus (i.e. CISSP, MCSE, CCNA).
- 0 - 2 years technical support or IT experience interfacing with external clients.
- Advanced knowledge of Microsoft Windows XP,Vista,7; Server 2003,2008.
- Basic understanding of networking protocols and devices, web servers and VPN.
- Must display Values (Innovation, Action, Customer driven, Trust) in actions and work.
- Posses a positive attitude and outlook.
- Customer-focused and can demonstrate mastery of customer service skills.
- Strong problem solving and analytical skills.
- Ability to multi-task.
- Quickly adapt to new technology and terminology.
- Ability to work individually as well as in a team environment.
- Be proactive, self-directed, detailed and organized in order to take lead of any situation.
