Executive Customer Assistance Team and Social Media Support Agent

McAfee

Job Details:

Job Description:

The Role:

Executive Customer Assistance Team and Social Media Support Agent

Work Location:

Plano, TX

Business Introduction:

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.

Job Description:

This position is responsible for handling contacts from customers through multiple channels. These channels can range from initial contacts through Social Media to escalations from executives. Issues may vary from customer service in nature including account updates or refunds to more technical matters including installation assistance or troubleshooting errors.

As an Executive Customer Assistance Team and Social Media Support Agent a typical day might include the following:

  • Being available in the Plano office to work shifts Monday through Friday that begin as early as 7 AM Central or end as late as 7 PM Central
  • Handling initial support requests from customers through social media
  • Handling escalated contacts through phone and email from executives, Attorneys General, and the Better Business Bureau

Qualifications:

  • Extensive social media experience through multiple channels including Twitter, Facebook, etc.
  • Excellent written and verbal communication skills with a focus on grammatical correctness
  • Knowledge of Windows OS and Microsoft Office
  • Ability to work well in a team environment
  • Possess active listening skills
  • Highly collaborative
  • Sense of ownership
  • Ability to manage customer expectations
  • Strong analytical skills

Preferred:

  • Experience with conflict management or handling escalated contacts
  • Experience providing support through social media
  • Experience providing technical support
  • Comp TIA certifications
  • Bachelor's degree

The competition for this role is fierce and so is our interview process. Are you ready for the challenge?

Our Mission:

To relentlessly protect all that matters through leading edge cyber security, from your workplace to your home and everywhere in between.

Our Vision:

To enable a world where cyber security is so consistent, reliable and  effective that it becomes a trusted foundation in our lives – like clean air and water. Our technology enables the world to fully realize the  transformative power of the digital age, by protecting all that matters. By doing our job well, we drive limitless innovation, securely.

Our Values:

We live our values day in and day out, do you think you can live our values with us? If you can, don’t think, just connect with us. Together is power.

  • We achieve Excellence with Speed and Agility
  • We Play to Win or Don’t Play
  • We Innovate without Fear
  • We Practice InclusiveCandor and Transparency
  • We Put the Customer at the Core

Join our Talent Community:  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.

Job type:

Experienced Hire

Shift:

Shift 1 (United States of America)

Primary Location:

US, Texas, Plano

Additional Locations:

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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Confirmed 15 hours ago. Posted 26 days ago.

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