The Global Support Representative (GSR) acts as the first point of contact for Symantec Enterprise Customers seeking technical support. Answering incoming phone calls from around the world, each representative is responsible for routing them correctly based on the customer request and provide low level support by answering basic technical and general questions for the customer and also providing any necessary technical translations with Engineers as needed. The GSR is in place to provide first level quality customer service, resulting in 100% customer satisfaction the 'very first time around'. Responsibilities mainly include answering incoming calls and emails from Enterprise (business-to-business) customers, quickly establishing customer requirements and thereby advising the customer on the best solution to their issue. Each representative takes responsibility towards specific language queues and adheres to defined service level agreements. Where appropriate, customers are routed to the relevant departments. A strong focus lies on filtering incoming calls to Enterprise Technical Support, depending on the customer's technical support entitlement. This also includes selling support when appropriate. In association with our sister Technical Services Centers, 24 x 7 support is provided. A wide range of procedural questions for internal and external customers are answered directly by the team, proactively following up on customer cases in order to ascertain customer satisfaction and exceeding customers' expectations. Doing so, the team adheres to process documentation to ensure consistency and quality. All representatives proactively share knowledge and disseminate information to team members on a local and global basis. They constantly use customer feedback to assist in improving Symantec products and procedures, as well as the team's services and work processes.
Требования к кандидату
Bi-Lingual speakers with the ability to speak and write and speak fluent Hebrew and English. Any additional languages such as German/French/Italian are a strong bonus. Excellent communication skills, in particular excellent telephone manner and excellent business writing skills. Proficient in the use of MS Office, Internet and web based functions.
Understanding of both Global Support needs and expectations and of Symantec's business needs. Strong quality awareness and motivation to work on the achievement of Global Support Quality measures as a team effort; Sales awareness; Technical understanding and interest are a clear advantage; Able and willing to learn new technologies. Self-motivated and results driven with the highest work ethic with the ability to maintain professionalism while under pressure. Strong organizational skills with the ability to multi-task. Flexibility towards changing roles and skill requirements, and motivation to change and grow with the role; Motivation and drive to constantly improve customer service processes; Enjoying working with people, strong interpersonal skills and the ability to work as part of a team are essential for this position. Previous experience of dealing with customers is advantageous. In the longer term, willing to work on a shift basis (covering 7am to 5pm) and some weekend coverage will be required.
Work in a dynamic internatiinal environment