Technical Support Specialist

1 day ago

Sydney, New South Wales, Australia beBeeSupport Full time $80,000 - $110,000
Job Profile Overview

ESET Technical Support Specialists are accountable for providing high-quality technical product support to customers, partners, and resellers.

They validate incoming requests for known issues and document previously unknown issues for escalation to higher levels of support.

These professionals possess in-depth knowledge of at least one ESET product and have a solid understanding of other products.

The primary responsibility is to resolve issues within their area of expertise, but they also maintain good knowledge of other products.

Key Responsibilities:
  • Provide timely and effective technical support to customers, partners, and resellers for ESET products.
  • Become an expert in at least one ESET product and have a basic understanding of the rest as determined by the superior.
  • Document, process, and analyze incoming customer requests through all communication channels.
  • Gather relevant information based on requests from higher-level support teams and implemented processes.
  • Qualify and escalate undocumented issues to next-level support teams according to defined processes and procedures.
  • Perform scheduled callbacks to customers and stakeholders and respond to their requests in accordance with the defined procedures.
  • Perform advanced troubleshooting techniques.
  • Stay up-to-date with existing products and their components, as well as relevant tools, processes, and procedures.
  • Consult the superior on problems and risks in a timely manner.
  • Continuously develop technical knowledge and skills.

Highly motivated individuals who excel in technical support roles will find this opportunity challenging and rewarding.

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