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For Companies At a Glance
- Tasks: Provide top-notch technical support for ESET products and troubleshoot customer issues.
- Company: Join a leading tech company focused on innovation and customer satisfaction.
- Benefits: Enjoy health insurance, extra holidays, and fun office perks like Friday breakfast!
- Why this job: Be the go-to expert in tech support and make a real difference for customers.
- Qualifications: IT-related education and 2 years of experience in technical support.
- Other info: Work in a vibrant environment with opportunities for personal and professional growth.
The predicted salary is between 24000 - 36000 £ per year.
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.
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 troubleshooting.
- Become familiar with existing products and their components as well as with the tools, processes and procedures that are relevant for the team.
- Consult the superior on problems and risks in a timely manner.
- Continuously develop technical knowledge and skills.
- Carry out other work according to the instructions of a managing employee in accordance with the activity of the department and the company.
Requirements
- Education: Completed IT-related education or equivalent qualification.
- Experience: 2 years of work experience.
- Knowledge: Very good theoretical and practical knowledge in the IT environment; advanced understanding of operating systems (Windows, macOS, Linux), network architecture and application software; high analytical skills and structured way of working.
- Language: English B1.
- Communication: Very good verbal and written communication.
Benefits
- Health & well-being: Health insurance, Death in service, Employee assistance program (EAP), Pension, Perkbox, Free sight tests and discount on glasses, Sick pay, Extra holiday, Wellbeing Allowance.
- Family: Child Birth Allowance, Marriage Allowance, Enhanced Parental leave.
- Office: Free Parking, Hot and cold drinks and fruit, Friday Breakfast, Christmas Party, Summer Party.
- Other: Loyalty award, Employee referral scheme, Cycle to work, Tech Scheme, Christmas Hamper.
Primary location: Bournemouth
Additional locations: Time type Part time
Customer Support Specialist in Bournemouth employer: Eset
Contact Detail:
Eset Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist in Bournemouth
✨Tip Number 1
Get to know the company inside out! Research ESET's products and values so you can chat confidently about how you can contribute. This shows you're genuinely interested and not just another applicant.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be providing technical support, brush up on common issues related to operating systems and network architecture. Being able to demonstrate your problem-solving abilities in an interview can really set you apart.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus when applying through our website.
✨Tip Number 4
Prepare for those tricky questions! Think about scenarios where you've had to handle customer requests or troubleshoot issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and show off your experience.
We think you need these skills to ace Customer Support Specialist in Bournemouth
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Support Specialist role. Highlight your technical skills and experience with ESET products or similar tech support roles. We want to see how you fit into our team!
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, it's crucial to demonstrate your verbal and written communication skills. Use clear and concise language in your application to show us you can communicate effectively.
Highlight Your Technical Expertise: Be sure to mention any specific IT qualifications or experiences you have, especially with operating systems and network architecture. We’re looking for someone who can hit the ground running, so let us know what you know!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Eset
✨Know Your ESET Products
Make sure you have a solid understanding of at least one ESET product. Familiarise yourself with its features, common issues, and troubleshooting steps. This will not only show your expertise but also help you answer technical questions confidently.
✨Practice Your Communication Skills
As a Customer Support Specialist, clear communication is key. Practice explaining technical concepts in simple terms. You might even want to role-play with a friend to simulate customer interactions and get comfortable with the flow of conversation.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle specific technical issues. Think of examples from your past experience where you successfully resolved problems. Be ready to walk through your thought process and the steps you took to find a solution.
✨Show Your Willingness to Learn
Highlight your commitment to continuous learning and development. Mention any relevant courses or certifications you've completed, and express your enthusiasm for staying updated on new technologies and ESET products. This will demonstrate your proactive attitude towards personal growth.