Assoc Customer Service Specialist
Symantec - Springfield, OR

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  • Process high volume of calls, queries (e.g. emails, fax, etc.) and transactions.
  • Contribute to development of UAT testing scripts and perform testing
  • Understand Symantec licensing programs and assist customers to resolve issues.
  • May be an Subject Matter Expert (SME )on specific processes and partners with the global project management office to train peers to ensure process, procedures, tools, products, and applications.
  • Serve as an escalation point to more junior members of the team.
  • Serve SMB & MM/Commercial segments and provide occasional assistance to Enterprise customers as required.
  • Manage customer relationships on a per incident and/or transaction basis.
  • Participate in cross-functional project as required providing specific expertise.
  • Provides customer support at a specialist level. Proficient in a broad range of activities related to their job. Often seen within the department/group as the “knowledge base” of information.
  • Under established policies and procedures, independently performs a wide range of duties under general guidance from supervisor.
Qualifications

  • BA/BS degree in business or related field, or equivalent business/office experience preferred.
  • 3-4 years of business experience with recent leadership or lead experience in a service, sales or order processing environment that may have included handling customer complaints, resolving customer issues, resolving problems with orders and developing teams.
  • Software industry experience preferred.
  • Highly effective interpersonal, oral and written communication skills.
  • Knowledge of Oracle is highly desirable.
  • Should be highly proficient in Excel and MS Word.

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Symantec's future seems to be secure. The company provides security, storage, and systems management software for businesses and...