Customer Service Representative

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Working conditions
While performing the duties of this job, the employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about the office, handle various types of media and equipment, and visually or otherwise identify, observe and assess. The work is generally performed in an office environment and may require work at a computer for extended periods. The employee is occasionally required to lift up to 10 pounds unless otherwise specified in the job description. Work outside of traditional office hours will sometimes be required to conduct telephone and web conferences with colleagues outside of the United States.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term “qualified individual with a disability” means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of the position.

Disclaimer
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

You must agree to the disclosure statement provided in order for us to accept your application.

You will receive confirmation after we have received your application.

The Total Defense Customer Support team seeks an enthusiastic, detail-oriented Desktop / Customer Support Specialist with a passion to help customers. This is a unique role that requires a blend of desktop support experience along with strong customer service skills.  The right candidate will be able to troubleshoot technical issues as well as resolve customer care related inquiries while delivering a great customer experience.  If you are looking to learn and grow in a role, then this position is for you. This is a full-time, permanent position located in Hauppauge, New York.

The team consists of highly motivated, smart, hard-working individuals working in a fast-paced inbound call center environment. We believe that the person answering the phone should completely understand the product and be able to resolve a customer’s technical and/or customer care related issues 99% of the time while delighting customers every step of the way.

Job Related Personal Characteristics:

  • Ability to communicate clearly and professionally, both verbally and in writing
  • Has a pleasant, patient and friendly attitude and ability to quickly build rapport with a customer
  • Ability to multi-task in a fast-paced work environment and adapt to changing situations
  • Knowledge of anti-virus software
  • Advanced Windows, Mac and Android system and application knowledge
  • Ability to work well within a team

POSITION RESPONSIBILITIES

Essential Functions:

  • Deliver a great customer experience - we measure customer satisfaction in every interaction
  • Answer phone in an inbound high volume call center environment
  • Respond to customer inquiries via email and chat
  • Assist customers with installation of security software and removal of conflicting software
  • Assist customers with usage and configuration of security software
  • Assist customers with customer care related issues including account, billing and product subscription information
  • Provide customers with company, product and service information

Preferred/Optional Functions:

  • Recognize, document and alert the supervisor of trends in customer calls.
  • Recommend process improvements.
  • Other duties as assigned.

JOB REQUIREMENTS

Mandatory:

  • High School education or equivalent
  • Experience with online ticketing systems
  • Experience with providing support via phone, email and chat
  • Computer proficiency
  • 2+ years of experience in a technical support/help desk capacity

Preferred:

  • 3+ years of experience in a technical support/help desk capacity
  • Previous experience with Zendesk

Employee Benefits

  • Great work environment and company culture
  • Drinks, snacks, coffee and weekly lunches provided by the company
  • Great healthcare benefits
  • 401k with company contributions
  • Rewarding culture for high performance

Total Defense is a global leader in Internet security.   Total Defense develops Internet and threat management solutions that defend millions of consumers and small businesses across the world.  Total Defense offers cutting edge multi-layered protection for PC’s, tablets, and mobile devices that protects against online threats and is easy to install and use. Wherever you are, whatever type of device you’re using to access the Internet, Total Defense provides complete protection, visit totaldefense.com.

Location: Hauppauge, NY
Apply for this Position
Apply at: https://totaldefense.hiringthing.com/job/33337/customer-service-representative