About the Role and Responsibilities
Location: Aylesbury
McAfee Gold Business Support is a diverse mix of highly customer service orientated and technically skilled Technical Support Analysts. The Technical Support Team is made of high level technically savvy engineers that support regions across EMEA, which makes for a very multicultural team. Dealing with customers from so many different backgrounds means that the team has to be quite diverse and adaptable in its approach to working with these vastly different nationalities and cultures.
Every Technical Support Engineer is a vital to the success of this highly effective support function and ensure that our customers are provided with the innovative, effective and timely solutions they require to complete their tasks and resolve their issues.
Gold Business Support works to exceedingly high standards with every customer to ensure that the reputation of McAfee is maintained and can be relied upon to deliver great service and return on investment.
Key Responsibilities
· The Technical Support Engineer will provide telephone & e-mail based technical support to corporate customers with an aim of resolving 70% plus within Tier 1
· Document and record each interaction with the customer with clear and concise information/resolution according to McAfee standards of quality on our call logging system.
· Maintain excellent customer satisfaction rating whilst striving for high quality audit scores
· Achieve or exceed departmental goals for Case Management, Email and Phone response times, and Customer Satisfaction scores
· Adhere to McAfee Gold Business Support best practice guidelines
Qualifications
· Excellent troubleshooting and analytical skills
· Experience of working in an IT based telephone support role
· Basic Networking Skills
· Solid understanding of various Operating Systems Windows XP, Windows 7, Server 2003, Server 2008, Mac OS, UNIX
· Experience of ticket logging systems
· Ability to handle technical issues from opening through to resolution or escalation to next tier
· Excellent communication skills
· Maintain a high efficiency rating with your call statistics
· Awareness of best practices for case management / customer interaction
· Participate in team activities including but not limited to meetings and training.
· Maintain a high customer satisfaction rating.
· Must be fluent in English + German or French
· Exposure to a range of computer operating systems and software with emphasis on navigation, basic troubleshooting, upgrading, and some client/server operations is desired.
· Preferred: Microsoft Certified Professional qualification and Security+ Certified
McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the world's largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you!
Securing Your Digital World™ McAfee believes that amazing things can be accomplished by diverse teams of talented individuals. Share your talents with us in the dynamic security industry and experience the meaningful, interesting work that is waiting for you.
Job: Technical Support
Primary Location: EMEA-GBR-BU-Aylesbury
Position Number: 856929
Schedule: Full-time