Customer Service Associate

Gen Digital - Plano, TX

Full-time - Entry Level

Plano, TX

1,001-5,000 employees

Publishing Industries

About the position

The Cyber Security Support Agent at Gen Digital is responsible for driving customer satisfaction by handling inquiries related to product support, account management, and member-portal navigation for Norton and LifeLock security offerings. This role requires strong empathy, critical thinking, and multitasking abilities to provide effective tech support and customer education, ultimately contributing to service expansion and revenue growth.

Responsibilities

• Be the front-line voice of the company through professionalism and positive demeanor
• Demonstrates high member satisfaction levels and results; actively works to improve the overall member experience
• Provides high quality service beyond member expectations
• Builds strong rapport by utilizing relating skills, asking clarifying questions and assisting customer needs
• Able to think quickly and move quickly through multiple systems to solve customers' Norton and LifeLock questions
• Demonstrates a high degree of empathy, compassion, and professional kindness with all members
• Demonstrates a high skill level of relationship building by using needs based selling techniques and sharp communication skills
• Resolves any member conflict or dissatisfaction with products or services to ensure continued member loyalty
• Speaks positively of the company and members at all times
• Demonstration of excellent written and verbal skills; proven track record of member interaction
• Builds rapport and confidence with the member by facilitating discussions regarding identity theft concerns and offering appropriate solutions with our service
• Displays active listening skills to assist member needs
• Asks clarifying questions to support proper solutions and uncover additional needs
• Displays a thorough knowledge of products, services and the industry to resolve issues without escalating to higher levels of management
• Able to provide daily feedback and readouts with management on voice of the customer and suggestions for improvements
• Navigate through multiple systems to support the customer and able to use critical thinking when answers to customers issues are completely clear
• Maintains regular contact with, and supports the Manager- and informs Manager and team members of specific member situations where potential for errors exist

Requirements

• HS Degree or equivalent and 2 years related experience, customer service, in a call center environment. A college degree can be substituted for experience
• Adheres to NortonLifeLock policies and procedures
• Strong communication, critical thinking, time management, multi-tasking over multiple systems, and call management skills
• Understands and is comfortable with sales and other call center Key Performance Indicators - preferred
• Prepared for and reacts positively to consistent change - preferred
• Able to multitask and prioritize effectively within guidelines - preferred
• Ability to protect all forms of highly confidential and proprietary business information and ability to maintain the highest standards of privacy and security
• Ability to follow and abide by all information and security policies and practice

Nice-to-haves

• Understands and is comfortable with sales and other call center Key Performance Indicators
• Prepared for and reacts positively to consistent change
• Able to multitask and prioritize effectively within guidelines

Benefits

• Flexible working options
• Generous time off
• Competitive benefits & compensation packages