Tier 3 Technical Support

Do you like solving problems for customers? Do you enjoy optimizing process? Do you want to be part of a new in-house team of troubleshooting customer service support agents to transform the Customer Experience Lab as we optimize the customer experience and execute process and system optimization initiatives? This role is for a Support Expert with the Customer Experience Lab at McAfee, where you'll own the customer and expert experience feedback loop, assist customers with complex issues, identify product and process defects, conduct experiments to determine best in class solutions, and partner with Engineering and other teams to implement improvements.

Requirements

• 1+ years of experience in process and performance improvement
• 3+ years' experience in technology related technical support type role
• Excellent technical troubleshooting skills
• Strong analytical skills with ability to leverage and interpret data to drive decisions and measure the impact
• Independent thinker with focus on achieving organizational goals through process optimization
• Strong written and verbal communication skills for both customer and cross-functional audiences
• Effective presentation skills
• Thrive in fast-paced, dynamic environment with changing priorities
• Proactive in improvement opportunity identification and driving continuous enhancement of processes and performance

Benefits

• Bonus Program
• Pension and Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement