Technical Support Specialist

2 weeks ago


Chennai, Tamil Nadu, India Gen Full time

About the Company:
Join Gen, a global company leading Digital Freedom through popular consumer brands like Norton, Avast, LifeLock, and more. With a mission to safeguard digital lives worldwide, our team is always on the lookout for passionate individuals eager to make a difference.

When you're part of Gen, you gain access to a range of resources to excel in your role, balanced with flexibility, generous time off, and competitive benefits. We value diversity, fostering an inclusive environment where every team member is appreciated for their unique contributions.

If you're seeking a vibrant work culture that embraces diversity and teamwork, you're in the right place. Come join us at Gen


About the Role:
Are you a self-motivated individual with technical support experience? We're searching for you to join our Internal Tech Support Center of Excellence (COE) Team under Consumer Services and Inside Sales (CSIS). This strategic role involves engaging with Gen customers, conducting in-depth root cause analysis, and representing customer feedback to enhance their experience. Join us if you're ready to collaborate, innovate, and drive customer satisfaction.

Responsibilities:
  • Handle customer queries via various support channels
  • Collaborate with support partner management teams to enhance customer satisfaction metrics
  • Analyze and address top technical and transactional issues for improved user experience
  • Test new ideas with customers to gauge impact
  • Provide insights and suggestions to enhance product and service performance

Requirements:
  • Strong communication and collaboration skills
  • Adaptability and problem-solving mindset
  • Technical proficiency in network and operating systems
  • 2-3 years of experience in customer service/technical support
  • Bachelor's Degree or equivalent certification
  • Proficiency in MS Office, especially Excel and PowerPoint
  • Strong analytical and problem-solving abilities
  • Experience in data analysis is a plus
  • Willingness to work PST hours and shifts as needed

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