Romania

L1 – Security Support Engineer

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Designation: L1 – Security Support Engineer
Location: Romania
Experience: Minimum 1 Year Experience in endpoint security support  for English

 

Primary Responsibilities and Duties:

  • Troubleshoot all Level 1 support from the EMEA region & First response for US customers.
  • Provide exceptional customer service while responding to phone, e-mail, and online requests for technical support.
  • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.
  • Assist customers in the triaging and troubleshooting of clients products
  • Track and monitor all support cases to ensure timely resolution and follow-up.
  • Engage with Tier 2 support and escalate the cases in a timely manner
  • Clearly identify documents, and find solutions for customer issues and product problems using the client’s KB engine.
  • Escalate critical customer situations to the appropriate level of management.
  • Communicate technical issues to support teams and to clients always

 

Skill Set Requirement:

  • 1 + Years in enterprise endpoint security or technical assistance center support
  • Basic understanding of security concepts
  • Strong understanding of Windows
  • A basic understanding of Windows servers & Active directory concepts is an added advantage.
  • Basic knowledge in Virtualization and Cloud Concepts is an added advantage.
  • Excellent Written & Verbal communication skills
  • Ability to work a day shift with flexibility for on-call rotation a few times a month after hours

Customer Service Representative – Romania

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Position Title: Customer Service Representative

Location: Romania

Working Hours: 8AM to 5PM EEST Monday thru Friday (5×9); may be required to work other shifts to meet customer needs

                  

Experience 

  • Minimum 6 months -1 year of demonstrated customer service-oriented experience

Functional Skills 

  • High level Integrity, understand & abide by our business practices
  • Willingness to learn (LOB specific product/service, policies & processes), execute and improve
  • Ability to effectively navigate through desktop tools, applications and websites
  • Basic Knowledge on MS Office
  • Excellent Problem solving skills with proficiency in identifying issues by performing Root cause analysis
  • Proficiency in keyboarding (30+wpm), Windows-based applications, internet and web browsing
  • Ability to utilize various documentary and personnel resources to craft case-specific action plans
  • Ability to work with a sense of urgency
  • Ability to spot and report areas for continuous process improvement
  • This role is temporarily remote due to COVID-19.
  • You must be able to work assigned shifts during the center’s hours of operation: 8AM to 5PM EEST Monday thru Friday (5×9)
  • Bachelor’s degree in Computer Engineering, Management Information Systems or equivalent degree/experience preferred.

 

Soft Skills:

  • Must possess excellent oral and written communication skills in German/French/Italian + English
  • Ability to express precisely and with clarity
  • Excellent listening & Probing Skills
  • Exhibit strong interpersonal techniques – is positive, pleasant, respectful and customer focused
  • Ability to express empathy and exhibit a desire to help others
  • Provide case handling that is unique and based on each individual customer’s specific needs and schedule
  • Ability to de-escalate difficult customer issues to full resolution
  • Focus on creating a satisfying experience for the customer by using professional customer service techniques, personalizing and focusing on adding value
  • Ability to cope with stress and to remain calm in all customer service situations – remain patient, polite and provide excellent customer service
  • Preferred to have trouble-shooting experience with VoiP/Cloud PBX systems / cloud telephony technology
  • Ability to handle high volume of tikets, phone calls, and chats.
  • Being a true team player is a must.

 

CSS Corp is now Movate

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