About the Role and Responsibilities
Location: Alpharetta, GA
About the Role:
Safe Never Sleeps…this is who we are. Are you ready to be part of a company that is the market leader and creates innovative security products and solutions? Are you creative in solving problems? Do you like the thought of being a customer’s hero? This is what we do each and every day! You too, can be part of our community of talented employees who create the best experiences for our customers.
Every Technical Support Engineer is vital to the success of this highly effective support function and ensures that our customers are provided with innovative, effective and timely solutions they require to complete their tasks and resolve their issues.
Gold Business Support performs at 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. We are looking for the best and brightest to join our teams so bring your energy and enthusiasm and put your talents to work in a world class support organization.
McAfee is an Intel company. Innovation is unlimited…and so are career opportunities. Come see what we have for you!
Key Responsibilities:
- The Technical Support Engineer will provide telephone & e-mail based technical support to enterprise 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 while 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
Required Experience/Skills & Education:
- Excellent troubleshooting and analytical skills
- Previous experience working in an IT based telephone support role
- Basic Networking Skills (TCP/IP, DNS, HTTP/HTTPS, LDAP)
- Solid understanding of various Operating Systems Windows XP, Windows 7, Server 2003, Server 2008, Mac OS, Unix
- Experience with ticket logging systems
- Ability to handle technical issues from opening through 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
- Exposure to a wide 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!
Job: Technical Support
Primary Location: NA-USA-GA-Alpharetta
Position Number: 872961
Schedule: Full-time
Nearest Major Market: Alpharetta
Nearest Secondary Market: Atlanta
Job Segments: Technical Support, Developer, Engineer, Unix, Web Design, Technology, Engineering, Creative