Associate Agent, Customer Service

Responsibilities:

- Serve as the first point of contact for Customers and Partners across the globe who have inquiries, requests or issues relating to Symantec products or services; as needed, responsible for engaging the appropriate individuals or teams to provide guidance/resolution
- Quickly respond to customer calls, web cases, emails and chats – deliver a high level of service and provide prompt resolution to ensure customer satisfaction
- Support ongoing customer retention activities, including researching what may be the root cause of a customer issue or problem
- Assist with queries and end-to-end resolution relating to (but not limited to) product licensing, activation, upgrades, renewals and customer portals; liaise with other Symantec business units as needed
- Manage customer inquiries and troubleshoot customer issues using appropriate reference materials and internal knowledge documents
- Strive to impress customers with exceptional service and continually search for ways to improve processes and deliver additional value to the customer, thereby driving customer loyalty

Requirements:

- Minimum of 2 years Customer Service experience (or equivalent experience)
- Experience in or strong interest in the Software and Technology industry preferred
- Experience in customer relationship management tools such as Salesforce.com is preferred
- Experience in Enterprise Resource Planning tools such as Oracle is preferred
- Ability to quickly respond, efficiently manage time and shift from one task to another while managing daily priorities
- Excellent business communication skills (spoken and written)
- Advanced problem solving/troubleshooting skills
- Ability to explain complex ideas in simple terms
- Proficiency in Microsoft Office Suite
- For those roles requiring specific language capabilities: role requires specific language capabilities: fluent in English and Portuguese or Spanish (both written and spoken) is required

Send your resume to diulliany.rosa (pierpoint.com)