Consumer Tech Support - Boulder
Posted by: "Jon Landau" JLandau@webroot.com
Date: Thu Apr 2, 2009
Consumer Technical Support Engineer- Tier 1
Webroot currently has a career opportunity for a Consumer Tier 1
Technical Support Representative. We are seeking highly self-motivated
individuals who thrive in a collaborative, fast-paced, dynamic
environment and possess an entrepreneurial attitude.
RESPONSIBILITIES
* Receive inbound customer calls and email inquiries, analyze customer
problems, research solutions and provide quantitative, easily understood
answers for our customers
* Promote and sell Consumer Online Professional Services to prevent or
expedite problem resolution
* Provide customers with user-friendly explanations and follow up via
email and telephone communication
* Handle difficult situations in a calm, professional manner
* Document issues appropriately based on existing guidelines
* Escalate customer concerns to Tier 2 & 3 specialists or management,
as necessary
REQUIRED SKILLS AND EXPERIENCE
* Bachelor's Degree in a technical field or equivalent experience
* 1-3 years experience in a call center environment
* 1-3 years experience resolving complex product issues (experience
supporting security software products preferred)
* Technical proficiency in: Windows, desktop applications, networking,
security, and/or web applications
* Excellent customer service skills addressing the needs of both the
external and internal customer with strong communication and process
skills
* Basic grammar skills, a stellar attitude, and ability to work with
diverse personalities required
If you would like an opportunity to work with this widely recognized
worldwide leader in technology security, send your resume to
jlandau@webroot.com for consideration.
Principals only- no third parties, please. Webroot Software, Inc. is an
Equal Opportunity Employer.
