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Technical Support Engineer

Primary Location Cordoba, Cordoba Additional Locations Date posted 04/06/2018
Apply Now Job ID: JR0010953

Role Overview:

We are looking for a new team member who is passionate about Technical Support. The role provides end-to-end technical support for McAfee customers and is responsible for providing technical service of fault recording, diagnosis, problem solving, and resolution delivery for McAfee's premiere customer base. When a customer needs technical support the Technical Support Engineer or TSE will be the first and last person they call. The TSE will rely on their extensive experience and product knowledge, as well as a clear focus on customer service to drive customer success.

In a world where large data breaches are becoming more frequent, we are offering you a rare opportunity to influence and contribute to an interesting and critical part of McAfee’s enterprise business that protects our customers’ data (and that of their customers) - in one of the most vibrant cities in the US.

Company Overview

With the mission of capturing 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.

About the Role:

  • You Will Provide consultation to a customer for them to extract maximum value from the products by answering product-specific questions to enhance the customer experience
  • You Will Participate in critical escalation calls with the customer, describe technical details in a clear and concise manner appropriate to the level of technical capability of the audience
  • You Will Provide technical solutions to customers for specific individual or grouped products with a high focus on quality and expedient resolution
  • Using Your Skills, you will achieve outstanding results across a range of key performance indicators, including, but not limited to customer Net Promoter Score, resolution time and adherence to service level goals
  • You will collaborate and communicate with all other internal relationship management groups to improve the customer experience
  • You will Take the incident opened by the customer and troubleshoot, gather appropriate data, consult others when necessary and own the issue through to resolution
  • You will Need to Assess and understand the impact, severity and urgency of issues
  • We Will Help You Maintain a current level of knowledge on McAfee products and new vulnerabilities and/or threats
  • You will aim to identify known/unknown unresolved product defects and engage Engineering with speed and precision
  • We W\will help you Identify and share opportunities for formal training, professional services consultations and product upsells
  • You Will Participate in after-hours coverage for customer escalations on a scheduled basis
  • We will Help You Mentor other technical support engineers including but not limited to ATSEs, SR ATSEs, and other TSEs
  • You will set and manage expectations with customers, including regular and timely communications
  • You Will Assist customers with the implementation of workarounds/solutions
  • You Will Identify data requirements and assist with data collection
  • You Need To Conduct remote sessions and onsite visits with customers as required
  • Be the Author of KB articles
  • Be the Author of SNS communications
  • We Will Help You Facilitate training to ATSE’s, SR ATSE’s, and another TSE’s
  • You Will Create micro-focused training sessions (aka Lunch after Learning)

About You: 

  • Two years of experience providing IT support in an enterprise environment within either desktop or network support or a BS in Computer Science or Management Information Systems
  • You have Experience in security products (Antivirus and management systems) Desirable.                            
  • You have to Diagnose and troubleshoot basic network connectivity issues – ruling out system versus network in technical resolution
  • Has achieved outstanding results in previous roles and can demonstrate success and progression through own personal development plans
  • Anything above that gets you an enthusiastic high-five and bonus points for having experience in the computer security industry
  • Needs to be Fluent in English and/or Portuguese (written/spoken)
  • You Need to be willing to work at least a portion of US hours (6am - 6pm CT)
  • You have to be creative and Innovative when solving problem.
  • Proven customer service skills and experience supporting customers in large/global scale environments
  • Takes initiative on issue resolution with customers and Associate and Senior Associate TSEs
  • Proven experience providing solid case management and documentation
  • Ability to create/deliver descriptive and up-to-date training or instruction for others.

Company Benefits:

Our corporate culture and values are central to McAfee’s philosophy. Every day we embrace a more diverse workforce and inclusive environment. We are encouraged to bring your true selves to work. Our wide range of social communities & programs, and family-friendly benefits, all allow our employees to feel valued as people, while enjoying positive and challenging work. Check out more: Careers & Life at McAfee.    Perks include:

  • Medical, Dental and Vision Coverage Programs (OSDE for the whole familiy group)
  • Lunch allowance at the site.
  • Tuition Program
  • Childcare Subsidy/ School Subsidiary
  • Wellness Program, Wellness Room
  • Free onsite Fruit & Drinks at the site

Unleash your PowerJoin our Talent Network:  http://careers.mcafee.com/

McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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Shift:

Shift 1 (Argentina)

Primary Location:

Argentina, Cordoba

Posting Statement:

McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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