Posted by: "Wendy_Gillette@McAfee.com" Wendy_Gillette@McAfee.com
McAfee is the world's largest dedicated security technology company. McAfee delivers proactive and proven solutions and services that secure systems and networks around the world, allowing users to browse and shop the web securely. With our unmatched security expertise and commitment to innovation, McAfee helps home users, businesses, the public sector and service providers to comply with regulations, protect data, prevent disruptions, identify vulnerabilities, and continuously monitor and improve their security. Our products are unique in how they work together to make security affordable and manageable. These days, the threats are tougher, and the perpetrators are trickier. As we have for more than 20 years, McAfee delivers superior protection that is trusted by millions of people.
Job Title: Threat Technician
SHIFT: Sat-Sun 6am-3pm, Mon-Wed 3pm-12pm, Th and Fri off
Summary: Provides internet threat support to customer computer networks by performing the following duties.
Essential Duties and Responsibilities include the following. Other duties may be assigned. This is a non-supervisory role.
*
Assemble, write and test rules to ensure customer email protection from spam via various communication channels.
* Proactively respond to any virus and/or worm outbreaks.
* Monitor and report on spam and other e-mail borne threats
* Monitor mail flow via various indicators and internal tool sets
* Monitor system health and escalate issues to system personnel
* Sorting email for classification purposes.
Competency:
To perform the job successfully, an individual should demonstrate the following:
*
Generate creative rule writing solutions and use feedback from peers/lead to modify rules/improve own performance; demonstrate an attention to detail, accuracy and thoroughness while working efficiently and quickly.
* Respond promptly and proactively to customer needs; follow through on commitments.
* Strive to continuously build knowledge and skills; share expertise with others and ask for help when needed; generate suggestions for improving work; meet productivity standards and strive to increase own productivity.
* Contribute to building a positive team spirit, treating everyone with respect and consideration; uphold organizational values and accept responsibility for own actions.
* Follow company and departmental policies and procedures; adapt to changes in the work environment.
* Use Company equipment and materials properly and safely.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Computer Skills:
Beginning to intermediate competency in MS Office product suite; networking and internet protocols such as DNS, HTTP, and SMTP, system monitoring, and knowledge of regular expressions and basic programming concepts or experience are a plus (class room experience OK).
Education/Experience:
High school diploma or general education degree (GED); or equivalent combination of education and experience. Previous experience working in a network operations center a plus. The ideal candidate will have a strong interest and desire to become proficient in internet security.
Language & Reasoning Ability:
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write/type simple correspondence/logs. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form and to deal with routine problems involving recognized variables in standardized situations.
Work Environment & Physical Demands:
The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually low to moderate. This position may involve shift-based work. Specific vision abilities required by this job include extensive computer work and the need to accurately perceive primary colors.
We offer a full range of competitive benefits to our full-time employees. Our extensive plan includes company paid Medical, Dental, and Vision coverage, Paid Time Off, paid Holidays, Stock Options, Flexible Spending Account, Educational Assistance Program, 401(k), ESPP and more! Please visit us @ www.mcafee.com
McAfee Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. McAfee Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Wendy Gillette
Recruiting Business Partner
wendy_gillette@mcafee.com
________________________________________________________________________
Englewood, CO- Technical Support Manager
Posted by: "Wendy_Gillette@McAfee.com" Wendy_Gillette@McAfee.com
McAfee is the world's largest dedicated security technology company. McAfee delivers proactive and proven solutions and services that secure systems and networks around the world, allowing users to browse and shop the web securely. With our unmatched security expertise and commitment to innovation, McAfee helps home users, businesses, the public sector and service providers to comply with regulations, protect data, prevent disruptions, identify vulnerabilities, and continuously monitor and improve their security. Our products are unique in how they work together to make security affordable and manageable. These days, the threats are tougher, and the perpetrators are trickier. As we have for more than 20 years, McAfee delivers superior protection that is trusted by millions of people.
Job Description
The Call Center Manager is responsible for planning, organizing and managing all operational activities for the McAfee SaaS inbound technical call center. The call center includes; Customer Service, Technical Support and Account Retention.
Principal Duties
* Thorough knowledge of inbound call center operations.
* Strong organizational, interpersonal, leadership and customer driven management skills.
* Able to foster a positive and productive work environment with ability to recruit, lead, build and motivate staff to meet performance goals.
* Demonstrated communication skills both written and verbal.
* Demonstrated ability to interact with customers, peers, senior management and other departments in a professional manner.
* Proven track record of setting and exceeding metric goals such as service level, agent utilization, account retention and customer satisfaction.
* Knowledge of manpower planning and scheduling in a call center environment.
* Ability to develop and produce reports from existing support systems and make informed recommendations.
* Experience working with call centers in multiple locations and languages as well coordination with outsourced vendors.
Required Skills
MS Office Suite (Outlook, Word, Excel, Powerpoint, Project) and Sharepoint
MS Exchange
Familiarity with web based email technology
Proficiency in English vocabulary and business writing skills
PC desktop environment
Cloud computing technology and SaaS product delivery
Call center technology: CRM, CTI, ACD and wokforce management tools
Knowledge Base management
Education
Bachelor's degree and 5 years call center experience, technical call center preferred.
We offer a full range of competitive benefits to our full-time employees. Our extensive plan includes company paid Medical, Dental, and Vision coverage, Paid Time Off, paid Holidays, Stock Options, Flexible Spending Account, Educational Assistance Program, 401(k), ESPP and more! Please visit us @ www.mcafee.com
McAfee Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. McAfee Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Wendy Gillette
Recruiting Business Partner
wendy_gillette@mcafee.com
(408)346-3884
twitter @wendygillette
________________________________________________________________________
Englewood, CO- Technical Account Manager
Posted by: "Wendy_Gillette@McAfee.com" Wendy_Gillette@McAfee.com
McAfee is the world's largest dedicated security technology company. McAfee delivers proactive and proven solutions and services that secure systems and networks around the world, allowing users to browse and shop the web securely. With our unmatched security expertise and commitment to innovation, McAfee helps home users, businesses, the public sector and service providers to comply with regulations, protect data, prevent disruptions, identify vulnerabilities, and continuously monitor and improve their security. Our products are unique in how they work together to make security affordable and manageable. These days, the threats are tougher, and the perpetrators are trickier. As we have for more than 20 years, McAfee delivers superior protection that is trusted by millions of people.
The Technical Account Manager will be responsible for the implementation and ongoing customer management named accounts. This person is expected to maintain the direct customer relationship with assigned accounts and will work closely with Engineers and Operations team to fulfill customer needs. TAM acts as a trusted advisor to the customer by providing them guidance and sharing best practices. This person is expected to drive customer adoption, value realization and is responsible for the overall success of the named accounts. TAM is expected to have knowledge across McAfee SaaS products. This person is expected to manage large customer implementations and integrations.
TAM is directly responsible for the renewal of the account. He/She is expected to work closely with Sales and Business Development and help in identification of up sell and cross sell opportunities within the account.
Customer on-boarding:
*
Project planning
* Drive customer implementation with assistance of support engineers.
* Ensure Customer Satisfaction.Ongoing Customer Management
* Drive Customer adoption and Value Realization
* Drive Customer enablement plan through training and best practices.
* Own the ongoing customer request management ensuring highest satisfaction level.
* Periodic check points to ensure customer success. Qualifications/Education
*
Bachelors Degree preferably in Computer Science, MIS or related field.
* At least 5 + years of software industry experience in services delivery and project management.
* At least 2 years of Customer Account Management experience.
* Strong Project Management Skills and experience in managing Enterprise level software implementation.
* Previous experience in SaaS is preferred however, consulting experience or professional services experience is acceptable.
* Technical knowledge and experience in enterprise-level software solutions.
* Ability to communicate and present effectively using telephone, web based presentations and in-person.
* Ability to work effectively with sales and business development teams.
* Strong relationship building skills.
* Excellent analytical skills.
* Excellent organizational skills and ability to multi-task.
* Resilience and resourcefulness when solving complex problems
* Positive attitude
Desired:
*
Technical knowledge and experience.
* Experience and knowledge of the Software as a Service (SaaS) marketplace
* ITIL Certification
* Technical competence and experience with ITIL based Service Management tools.
* PMI / Prince2 Certification or equivalent
* Ability to travel up to 25%
We offer a full range of competitive benefits to our full-time employees. Our extensive plan includes company paid Medical, Dental, and Vision coverage, Paid Time Off, paid Holidays, Stock Options, Flexible Spending Account, Educational Assistance Program, 401(k), ESPP and more! Please visit us @ www.mcafee.com or apply online @ http://www.mcafeecareers.com/
McAfee Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. McAfee Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Wendy Gillette
Recruiting Business Partner
wendy_gillette@mcafee.com
