The Technical Support Analyst provides Second-Level Technical Support to end users, Partners and/or Distributors, dealing with complex technical cases. The Technical Support Analyst is responsible for delivering the support services offered by ESET in the Region, and also acts as technical reference for the ESET products within ESET Latin America.Job description
Responsibilities and Duties • To resolve all the cases escalated to Second-Level Support, monitor them and reach a satisfactory resolution with the client, Partner and/or Distributor, based on the metrics of the Area. • To escalate to Third-Level Support whenever the cases exceed complexity, following the corresponding escalation chain. To monitor escalation and ensure the client, Partner and/or Distributor gets a response. • To identify recurring cases and propose solutions and/or specific training. • To generate technical content for our e-learning platform to be used by Partners and Distributors whenever new training needs are detected, respecting publication dates and schedules. • To participate directly or indirectly in webinars, virtual classes or events where technical presence is required. • To carry out technical tests on new product versions; to document and survey the results in line with the existing product methodology and/or as agreed with the Product Manager. These tests should result in the generation of reports for the new functionalities. • To carry out an exhaustive investigation of the advanced functionalities of the ESET products and document the most common troubleshooting situations, as well as to build the test environments. • To operate and administer the Technical Support Laboratory; to keep it updated and in correct working order. • To constantly document and update the support processes. • To collaborate with the preparation of articles for the KB (Knowledge Base), presentations for Webinars and other proactive support materials. • To provide Second-Level Support to technical inquiries from home clients that have been escalated by the Regional Support Center. • To monitor the emails sent to the Teamtech list by the technical teams from other ESET offices as well as from Distributors in other countries, in order to identify common problems and possible solutions to proactively improve local customer care. • To provide the support services that have been contracted with ESET in a timely manner. Requirements Education • Intermediate to advanced university studies in Software Engineering, Computer Engineering, Systems Technician or similar. Experience • At least 1 year working experience in similar positions. Knowledge • Advanced knowledge of the Windows platform. • Correctly diagnose, troubleshoot, and document common software problems. • Technical knowledge of Linux and/or Mac OS. • Programming skills. • Knowledge of networking and network administration. Languages • English: intermediate/advanced. Personal characteristics • Teamwork. • Organization. • Initiative. • Good writing skills. • Ease of learning. • Adapts to teamwork. • Strong service-oriented person. • Good interpersonal relationships skills. Communication Internal • Headquarters - Technical Support Department, due to the escalation of support cases. • Sales, for the implementation of services. • All Areas in general, for technical product queries. External • The ESET Distributors and Partners in the Region through the ticket system. • The Regional Support Center operators in Venezuela. • Distributors and Partners in virtual classes and webinars. • End-users or potential clients, in face-to-face or virtual events. • The Technology Alliance providers. Additional Information Travels • 10% Confidential Information • High (access to ESET licenses data in LATAM; access to customer security information).Job requisition
JR-04975 Technical Support Analyst (Open)Primary location
Buenos AiresAdditional locations
Time type
Full time