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.
