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Associate Technical Support Engineer for McAfee fluent in French

Sutherland Global Services

Name: Sutherland Global Services


English, French
19-10-2018
Permanent
Code: ATECHENG
Sofia - Sofia City, Bulgaria
Excellent + rellocation bonus

With the mission of bringing together the biggest market share in the area of cyber security, network security, endpoint security, threat research, malware research, cloud security, we work together for a common goal of shaping the company’s future by designing and building the best-in-class robust and scalable security products for consumer and enterprise customers. As industry top performers, we aim to develop optimized high performance system software solutions with high availability and reliability.


The Associate Technical Support Engineer (TSE) provides front line support to McAfee corporate customers, utilizing personal knowledge, tools and resources within McAfee to understand customer issues, frame the service request and provide known solutions to customers quickly in a professional manner.


Principal Duties and Responsibilities

- Maintain high availability for inbound calls / Service Portal submissions
- Provide proactive and reactive assistance to all external customers
- Assess and understand the impact, severity and urgency of issues
- Understanding of and ability to ask open-ended/close-ended/probing questions
- Troubleshoot customers McAfee product issues using knowledge, tools and other internal
- Record and document all issues/activities related to customers both internal and external
- Log all testing, troubleshooting and research done in process of resolution
- Identify data requirements and assist with data collection
- Assist customers with the implementation of workarounds/solutions
- Facilitate conference calls / remote sessions to resolve product issues
- Full ownership of technical issues until resolution provided
- Set and manage expectations with customers, including regular and timely communication
- Identify and seize opportunities to teach the customer about product usability, best practices
- Ability to teach complex topics
- Maintain a high level of product knowledge
- Maintain a high level of professionalism
- Be available and accessible to fellow co-workers
- Maintain a friendly, open, approachable, positive attitude
- Understand and apply active listening skills



Experience /Skill Sets Required

- Must be fluent in French language
- Very good knowledge in English
- Basic experience/awareness of networking fundamentals
- Basic knowledge of databases
- Basic Understanding of Web services and Security
- Basic understanding of operating systems – Windows/Mac/etc.
- Basic troubleshooting techniques
- Customer and Personal Focus
- Analytical mindset
- Ability to multi-task and prioritize job requirements
- Strong interpersonal skills
- Self-motivated (takes initiative)
- Strong desire to learn and develop
- Customer-focused

We will give you:

- Fun and fast-paced work environment
- Competitive salary
- Excellent social benefits package
- Top-notch training
- Promote-from-within advancement opportunities
- Employee recognition programs
- Team building and social activities, participation in voluntary work, charity causes, etc.
- Buddy system for new hires and relocation packages
- Great office location

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