PLEASE NOTE THAT WE ARE UNABLE TO WORK WITH CANDIDATES THAT HAVE H1B VISA OR REPRESENTED BY THIRD PARTIES.
- Supporting customer base through a variety of mediums
- Provide overall escalation management and technical solutions when issues are reported to them, including but not limited to, review of open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues聽
- Ensure that all of the required files are gathered and available prior to escalating an issue to our Tier II team聽
- Establishing effective lines of communication with our Tier II team and management to ensure cases are flagged that require immediate attention聽
- Log all issues into MAX, updating activities to cases, and escalate cases聽
- Provide technical problem resolution for McAfee Scan Alert product used by our customers and must fully document problem resolution in the McAfee call tracking system聽
- Perform duties as assigned by management聽
- Provide proactive assistance to your specific product聽
- Trouble-shoot/qualify cases before escalating into Tier-II聽
- Record and document all issues related to customers both internal and external聽
- Conference call availability to resolve product issues聽
- Log all testing, troubleshooting and research done in process of resolution聽
- Responsible for Customer and Internal Updates聽
- Produce articles for submission into the current knowledgebase聽
- Maintain a high level of knowledge and professionalism聽
- Creation of product troubleshooting guides to assist support teams聽
- Provide effective and timely communication to support teams聽
- Document issues within the call tracking system聽
- Maintain a current level of knowledge on McAfee products and new vulnerabilities and/or threats聽
- Be available and accessible to fellow co-workers聽
- Maintain a friendly, open, approachable, positive attitude