We are completely remote.
you choose your favorite spot to work and help customers every day.
it's all up to you.
though we are scattered all over the world, we keep in touch with everyone daily so you'll never feel isolated or alone.
we're interested in your growth.
your career opportunities are limitless.
start in one role, work hard, learn, and we will be more than happy to help you advance in your career.
*what will you be doing?
*
- maintain the highest level of quality by resolving issues with the correct info in a timely manner.
- accurately identify and convert customers for eset home advisors.
- strive to resolve customer issues with one-chat/one-call resolution.
- meet and exceed biannual goals set forth by technical support management.
*requirements*:
- minimum of high school diploma or equivalent required, post high school education preferred.
- technical certifications including a+, network+, security+ or microsoft desktop support engineer/microsoft certified professional (mcp) certifications are highly desired.
- 6+ months customer service or sales experience required.
- ability to work on multiple projects and tasks simultaneously in an efficient manner.
- ability to work independently, with little supervision in a fast-paced environment.
- customer-centric demeanor.
- critical thinking, problem-solving, and research skills are a must.
- must be able to adapt to every type of customer regardless of the computer skills they possess.
*responsibilities*
- answer and address support chats/calls from customers.
- take ownership of each issue assigned and effectively bring it to resolution or escalation according to any and all approved workflows communicated by technical support management.
- ensure customer needs are met by ensuring customer awareness of relevant eset products and services when appropriate.
- provide remote troubleshooting using beyondtrust or eset client-of-choice.
- ensure complete resolution of issue(s) in order to prevent customers having to contact us again.
- effectively troubleshoot, resolve and properly document support calls, chats, and cases.
- effectively execute transactions for paid services.
- work closely with other departments to resolve outstanding issues.
- assist in documenting solutions for our knowledgebase for training and information purposes.
- perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
- provide backup chat/case/call support for customer service volume when necessary.
- project a positive attitude and be a mentor for other employees.
- maintain a favorable image of eset when interfacing with outside sources.
- accurately record and submit timesheets and paid time off requests.
- accurately track, log and otherwise tag support requests using the approved crm, and/or other management-approved tools.
*job fit (required)*:
- must be available to work days, evenings, weekends, and holidays - as needed - to meet the demands of the department and our customers.
- must have the flexibility to work overtime on short notice - as requested - by the management team.
- must have a history of good attendance
pay: $17,* - $21,* per month
*experience*:
- technical support: 1 year (required)
- saas: 1 year (required)
- cybersecurity: 1 year (required)
*language*:
- spanish (required)
- english (required)