Production Support Specialist
Description
Frontline Engineers are responsible for providing excellent customer service to Webroot customers by receiving and responding to inbound communications via phone and ticket system. Frontline engineer’s tasks include troubleshooting both technical and account related issues, reporting on potential product bugs, and providing best in class support.
Specific Objectives and Responsibilities
Your First Six Months:
- Troubleshoot and resolve common customer issues
- Assist customers on the phone and ticketing systems simultaneously
- Properly escalate cases to the appropriate team
Six to Twelve Months and Beyond:
- Identify and create product bugs
- Meet or surpass all individual performance metrics
- Provide assistance to other team members
- Begin to create/suggest standard customer responses
Key Challenges to Overcome
Frontline Engineers are empowered to use their critical thinking and troubleshooting skills to efficiently assist a large number of customers. Our team prides itself on our multi-tasking abilities and our best-in-class customer satisfaction score. This opportunity will provide technical understanding into how we protect our customers that can be used to progress your career at Webroot.
Qualifications
What will make you successful at Carbonite:
- A track record of good judgment and decision-making in positions with significant responsibility
- Highly autonomous and able to independently identify high value projects and drive them completion
- Demonstrated leadership capability in cross-functional team environments
- High degree of comfort with complex technical environments
- Having and being able to articulate/defend an informed opinion on important topics
Skills & Experience:
- Strong analytical and critical thinking skills
- Technical proficiency in: Windows, Mac OS, desktop applications, networking, security, and web applications
- Strong oral and written communication skills
- Excellent grammar skills
- Bachelor’s Degree in a technical field or equivalent experience
- 1-3 years’ experience in a technical support and customer centric environment
Company Overview
Together Carbonite—a leader in data protection and Webroot—a leader in data security—form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We enable comprehensive data protection for companies, consumers, and our vast network of partners around the globe.
Our business requires top talent. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit. From engineering to sales and marketing, operations and customer support, our employees are empowered and encouraged to build their careers at OpenText.
We pride ourselves on hiring standout candidates who shine in a workplace that encourages collaboration and teamwork. We are growing fast, and looking for talented candidates around the globe. Are you ready to grow with us?
Carbonite, Inc. is an equal employment opportunity and affirmative action employer does not discriminate based upon race, color, religion, sex, national origin, age, genetic information, gender identity or expression, sexual orientation, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. Upon request, accommodations will be made available during the recruitment process for applicants with a disability. If you require accommodations, we will work with you to provide or arrange for the provision of suitable accommodation wherever possible. All qualified applicants are encouraged to apply.