Technical Support Specialist

Who Are We We re more than just a company we re a global leader in digital safety With a strong commitment to ensuring that everyone can navigate the digital world securely we unite the best minds and cutting-edge technology through our family of brands Norton Avast LifeLock Avira AVG ReputationDefender and CCleaner Together we protect over 500 million people worldwide Our workplace is built on inclusivity where your well-being is a top priority We believe success comes from balance and authenticity When you re thriving you re unstoppable So bring your bold ideas and unstoppable drive and join us in shaping the digital world Ready to make an impact Join TeamGen How We Work Our hybrid work model 3 days in the office gives us the face-to-face time to have creative conversations meaningful meetings make quick decisions and build relationships At the same time it offers flexibility you need to focus and do your best work Mission and Goals 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 Objectives 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 Competencies The candidate must be an excellent communicator and team player a problem solver with strong collaboration skills suited to take on various challenges Flexibility in adapting to change or business needs 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 Minimum 2 to 3 years work experience with customer service technical support 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 Strong problem-solving skills business analysis knowledge 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 Gen is proud to be an equal-opportunity employer committed to diversity and inclusivity We base employment decisions on merit experience and business needs without considering race color national origin age religion sex pregnancy genetic information disability medical condition marital status sexual orientation gender identity or expression military or veteran status or other unlawful factors Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants To conform to U S export control regulations applicant should be eligible for any required authorizations from the U S Government