Participate in Symantec’s Tech Support training program, develop your technical knowledge and learn skills in the technical support resolution process.
Provide timely resolution for technical issues via telephone, e-mail, support forum postings, and web case submissions.
Log all activity details into the case management system, and keep all cases up-to-date with pertinent information.
Consistently share problem / cause / resolution information, troubleshooting tips, white papers, best practices, case studies, training information, etc.
for the issues that you work on with customers by creating knowledge base articles.
Provide technical information and diagnostic assistance that will reduce the overall time to resolution of issues.
Communicate effectively with both customers and peers to ensure that issues are addressed in a timely manner.
Exhibit a willingness to help out others when the workloads become abnormally heavy or when members are away.
Work comfortably in a fast paced environment with a focus on personal and team Customer Satisfaction ratings.
Qualifications & Skills
Willingness to build a career in Cyber Security
Actively pursuing or graduated a Bachelor or Master Degree in computer science or related field
Fluency in the English language
Conversational level in French, Italian, German or Spanish is a plus
Strong verbal and written communication skills. Desire to work in a highly communicative environment, where the use of soft skills is essential in enabling success
Technical Support Experience a plus
Ability to work both independently and as part of a team
Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.