Technical Support Specialist at Gen

Chennai, tamil nadu, India -

Full Time

Start Date

Immediate

Expiry Date

24 Apr, 26

Salary

0.0

Posted On

24 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Customer Service, Problem Solving, Collaboration, Data Analysis, Communication, Network Knowledge, Operating Systems, MS Office, Excel, PowerPoint, Adaptability, Emerging Technologies, Customer Experience Improvement, Root Cause Analysis, Feedback Collection

Industry

technology;Information and Internet

Description

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. Mission and Goal: 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. Learn more about pay transparency. To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government. Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in providing financial empowerment and cyber safety for the first digital generations. We bring award-winning products and services in cybersecurity, online privacy, identity protection and financial wellness to nearly 500 million users in more than 150 countries. We're always looking for smart, fearless and dedicated people. Together, we have a collective passion and vision to power Digital Freedom by protecting consumers and helping them grow, manage and secure their digital and financial lives. When you’re part of Gen, you have 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 and compensation packages. Inclusion 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 inclusion, promote teamwork and encourage every team member to contribute and grow—join us! Learn more at GenDigital.com. Click HERE to review our Global Applicant Privacy Policy. Click HERE to review Legal Notices and Information. Gen is committed to requests for reasonable accommodations to assist you in applying for positions at Gen including resume submissions. If you need to request an accommodation, please contact HR Service Exchange. *LifeLock identity theft protection is not available in all countries.

Responsibilities

The Technical Support Specialist will handle customer queries through various support channels and analyze technical issues to improve customer experience. They will also engage with customers to gather feedback and suggest improvements based on data analysis.