Product Support Specialist

4 days ago

Sydney, New South Wales, Australia beBeeExpert Full time
Technical Product Support Specialist

A Technical Product Support Specialist provides expert technical product support to customers, partners, and resellers worldwide.

Key Responsibilities:

  • Provide technical support for ESET products to ensure customer satisfaction and loyalty.
  • Be an expert in at least one ESET product and have a basic understanding of other products as decided 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 defined procedures.
  • Enhance troubleshooting skills to resolve complex customer issues.
  • Stay up-to-date with existing products and their components, as well as tools, processes, and procedures relevant to the team.
  • Consult the superior on problems and risks in a timely manner.
  • Continuously develop technical knowledge and skills.

Benefits:

  • Health & Well-being: Access to subsidized gym membership and time to recharge with generous leave policies.
  • Family: Foster a cohesive team environment through regular events and recognition programs.
  • Office: Enjoy world-class facilities and a centrally located office amidst greenery and mouth-watering food options.
  • Other: Balance personal commitments with remote work arrangements and access to learning platforms for growth opportunities.

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