Tech Support Analyst at Symantec

Job Description

Responsibilities

• Deliver excellent customer service in order to resolve customer concerns and retain customers.
• Respond to incoming customer inquiries about Symantec Website Security products
• Provide superior customer service and build successful long-term relationships with external clients to ensure customer loyalty
• 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.
• Actively contribute to Web self-help by using Knowledge Centered Support (KCS) principles
• Demonstrate ability to accurately gather information and document customer issues through the CRM tool
• 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.
• Achieve and maintain high levels of customer satisfaction

Qualifications

• Minimum of a BS in Computer Science, related technical degree, or equivalent work experience.
• Understanding of PKI, SSL, Codesigning, HTML, DNS, S/MIME, SMTP, and networking protocols are a plus
• Basic understanding of Internet principles, terminology and functionality.
• Familiarity with UNIX script commands, website/web server administration a strong plus.
• Certifications are a plus (i.e. CISSP, MCSE, CCNA).
• 0 - 2 years technical support or IT experience interfacing with external clients.
• Administrative Knowledge of Microsoft Windows Servers and Apache (OpenSSL). Linux and other Server administration knowledge a plus
• Basic understanding of networking protocols and devices, web servers and VPN.
• Must display Values (Innovation, Action, Customer driven, Trust) in actions and work.
• Ability to think on your feet – good problem-solving skills.
• Possess a positive attitude and outlook.
• Customer-focused and can demonstrate mastery of customer service skills.
• Customer-facing experience (you have dealt with customers directly, and you are a “people-person” who knows how to talk to clients).
• 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.
• Excellent English written and oral communication skills
• Additional languages are a plus
• Working hours will be US West coast regular work hours 7:00-16:00pm PST which results in 17:00-2:00 local time

Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.