Customer Support Engineer

4 weeks ago

tamil nadu, India Gen Full time
Gen is a global company powering Digital Freedom through consumer brands including Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Our combined heritage is rooted in providing safety for the first digital generations. We bring leading technology solutions in cybersecurity, privacy and identity protection to more than 500 million users in 150 countries so they can live their digital lives safely, privately, and confidently today and for generations to come. We're always looking for smart, fearless, and dedicated people. Together, we have collective passion and a big vision to power Digital Freedom by protecting consumers and giving them control of their digital lives.
When you’re a part of Gen, you are provided access to a range of resources and support to ensure you can do your best work and live your best life. This includes flexible working options with generous time off and competitive benefits & compensation packages.
Diversity is foundational to how we do business because we know the greatest ideas and results come from our unique perspectives and differences. We strive to create a safe, inclusive environment where you can bring your whole self to work. Team members are valued, respected, and celebrated for who they are in a meaningful and exciting atmosphere. Gen is an equal employment opportunity employer. Employment decisions are based on merit, experience, and business needs.
If this sounds like you—Gen has a dynamic, supportive culture with core values that celebrate diversity, promote teamwork, and encourage every team member to contribute and grow—join us
About the Role:
We are looking for a self-motivated Individual having experience with technical support to join our Internal Tech Support Center of Excellence (COE) Team within Consumer Services and Inside Sales (CSIS). This is a strategic and operational role with responsibility for engaging with Gen customers, carrying out extensive root cause & log analysis. This person will represent the Voice of our Customers to internal stakeholders focused on improving overall customer experience.
This team will spend time resolving any questions customers have, as well as finding out areas of improvements in our experience. They will collate data, knowledge and customer feedback to come up with suggestions for customer experience improvements. The team may also assist with testing out any new concepts or ideas with our customers
What You Will Do in This Role :
As part of the Gen Tech Support COE team this person will handle customer queries via the standard support contact methods (phone, chat, Email, Remote access).
Work closely with Support partner management teams to understand any challenges impacting the NetSat/ Resolution rate/ Case Handled time or any other SLA parameters and help them to effectively improve the same.
Analyze top technical and transactional contact generators and issues for root cause & efficient UX.
Carry out extensive root cause analysis with customer interactions & share info with Product Teams.
Make suggestions to improve the overall customer experience and back this up with data/facts.
Test any new concepts/ideas with our customers to help us understand what the impact may be to the wider customer population.
Provide any relevant learnings, feedback or suggestions to the wider Support Delivery teams to help improve products/services performances.
What You’ll Need to be Successful in this Role :
Minimum 2 to 3 years work experience with customer service/technical support role in a International call center environment.
The candidate must be an excellent communicator and team player, a problem solver with strong collaboration skills, suited to take on various challenges.
Tech savvy and enthusiastic about emerging technologies
Willingness to work in a fast-paced, dynamic environment and adapt to changing priorities.
Technical knowledge of Network & All Operating systems (Mac, Windows, IOS & Android)
Excellent written and oral communication skills
Bachelor's Degree, applicable certification or equivalent experience required
Excellent soft skills and ability to build credibility and rapport with individuals of varied backgrounds
Excellent knowledge of MS Office – emphasis on Excel, pivot tables, and PowerPoint
Qualifications and/or experience in data analysis is a strong advantage, along with the ability to understand and analyze data, as well as present findings.
Should be willing to work in PST hours. Ability and willingness to work shifts when required

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