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Gen · 1 day ago

Customer Service Agent

United States

Full-time

Remote

Entry Level

2+ years exp

Gen is a global leader in digital safety, committed to ensuring secure navigation in the digital world. The Cyber Security Support Agent will drive customer satisfaction by handling inquiries regarding product support and account management, while also educating customers about services and resolving conflicts to maintain loyalty.

Cyber SecurityDigital MediaInformation Technology

Responsibilities

Builds strong rapport by utilizing relating skills, asking clarifying questions and assisting customer needs

Able to think quickly and move quickly through multiple systems to solve customers’ Norton and LifeLock questions

Demonstrates a high degree of empathy, compassion, and professional kindness with all members

Demonstrates a high skill level of relationship building by using needs based selling techniques and sharp communication skills

Resolves any member conflict or dissatisfaction with products or services to ensure continued member loyalty

Demonstration of excellent written and verbal skills; proven track record of member interaction

Builds rapport and confidence with the member by facilitating discussions regarding identity theft concerns and offering appropriate solutions with our service

Displays a thorough knowledge of products, services and the industry to resolve issues without escalating to higher levels of management

Qualification

Customer service experienceTechnical troubleshootingEmpathyCommunication skillsMultitaskingPrivacySecurity knowledgeRelationship building

Required

HS Degree or equivalent and 2 years related experience, customer service, in a call center environment. A college degree can be substituted for experience

Ability to protect all forms of highly confidential and proprietary business information and ability to maintain the highest standards of privacy and security

Ability to follow, adheres and abide by all Norton Lifelock information and security policies, procedures and practices