Technical Customer Care Engineer

Job description

Summary A Technical Support Engineer provides technical product support to customers, partners and resellers using ESET products. The Engineer validates incoming requests for known issues and documents previously unknown issues for escalation to higher levels of support. The employee is an expert in at least one product in which he has in-depth knowledge. He or she is primarily concerned with issues in his or her area of expertise, but also has good knowledge of other products. Job description: FUNCTIONAL RESPONSIBILITIES AND DUTIES: - Provide technical support to customers, partners and resellers for ESET products. - Be an expert for at least one ESET product, have a basic knowledge of the rest as decided by the superior. - Document, process and analyse incoming customer requests through all communication channels. - Gather relevant information based on requests from higher level support 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 the defined procedures. - Perform enhanced t...