• Identity / Customer Service Rep Jobs in United States Of America - 25291920

  • Symantec Software Solutions Pvt Ltd
  • United States Of America, Usa
  • Save Job
  • 2 - 5 Years
  • Posted : above 1 month

Job Description:

The mission of Symantecs Consumer Digital Safety Segment is to protect our customers information, identities, devices, homes, and families with Norton and LifeLock technology solutions Every day we protect more than 50 million consumers and small businesses in over 60 countries around the globe Nortons broad array of industry-leading, award-winning technologies include device protection for PC, Mac and mobile (iOS and Android), secure backup, password management, and parental controls Norton recently developed a new set of innovative technologies to protect internet connected devices and families in the home (IoT) Norton and LifeLock have also joined forces to provide the broadest set of digital safety solutions by leveraging LifeLocks comprehensive Identity Protection Services

About the Role The Cyber Security Agent will successfully drive customer satisfaction as the front-line resource for handling inquiries regarding product support, account management, member-portal navigation, across Norton and LifeLock security offerings The perfect match will have a strong ability to empathize, negotiate, think critically, multi-task, and troubleshoot across various systems/areas including light tech support such as; downloading software and assisting members navigating through different browsers in an efficient manner In addition, he/she will be a product expert focused on customer education and service expansion opportunities to drive increased revenue The successful candidate will be a high-performing team member that will be a value-add to our existing company culture

Responsibilities Be the front line voice of the company through professionalism and positive demeanor
Demonstrates high member satisfaction levels and results; actively works to improve the overall member experience
Provides high quality service beyond member expectations
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
Speaks positively of the company and members at all times
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 active listening skills to assist member needs
Asks clarifying questions to support proper solutions and uncover additional needs
Displays a thorough knowledge of products, services and the industry to resolve issues without escalating to higher levels of management
Able to provide daily feedback and readouts with management on voice of the customer and suggestions for improvements
Navigate through multiple systems to support the customer and able to use critical thinking when answers to customers issues are completely clear
Maintains regular contact with, and supports the Manager- and informs Manager and team members of specific member situations where potential for errors exist

Qualifications

HS Degree or equivalent and 2 years related experience in customer service A college degree can be substituted for experience
Adheres to LifeLock policies and procedures
Strong communication, Critical Thinking, Time Management, Multi-Tasking over multiple systems, and Call Management skills
Understands & is comfortable with Sales and other Call Center Key Performance Indicators (KPIs) ---preferred
Prepared for and reacts positively to consistent change -preferred
Able to multitask and prioritize effectively within guidelines -preferred
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 and abide by all information and security policies and practices

Symantec is proud to be an equal opportunity employer We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law Symantec strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds

We also consider for employment qualified individuals with arrest and conviction records In addition, Symantec will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant Learn more about pay transparency

EEO is the law Applicants and employees of Symantec Corporation are protected under Federal law from discrimination See the EEO poster and supplement

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, IT-Software
Functional Area : IT Software : Software Products & Services
Role : Application Programming
Salary : As per Industry Standards
Deadline : 01st Jun 2020

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