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Consumer Support Engineer

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Consumer Support Engineer - Contract (7months, Full Time)

Webroot is currently seeking a Consumer Support Engineer, based in Dublin City Centre .

The position involves supporting Webroot customers by receiving and responding to inbound communications via phone and the support ticketing interface on webroot.com. The role will require a good technical knowledge and an ability to troubleshoot issues through to resolution, while providing excellent levels of customer service and satisfaction.

  • Take inbound customer calls and email inquiries, analyze the problem, research solutions and provide solid answers easily understood by customers.
  • Provide customers user friendly explanations and follow up, via online support interface and telephone communication.
  • Handle difficult situations in a professional manner at all times.
  • Escalate customer concerns and issues as necessary and document issues appropriately following guidelines.
  • Proactively contribute to documentation, automation and processes as they evolve.
  • Escalate extreme cases to escalation and senior engineers or management, as necessary.

  • Excellent customer skills.
  • Provide customers user friendly explanations and follow up, via online support interface and through telephone communication.
  • Ability to work under pressure and to prioritise tasks.
  • Ability to work independently with minimum supervision.
  • Exhibits strong analytical and critical thinking skills.
  • Thorough technical knowledge in: Windows and OSX.
  • Excellent English – verbal and written.

  • A Technical degree, experience in a similar role or relevant certificates such as CompTIA A+, Network+, MCSA or CCNA.
  • Additional languages such as Dutch, Spanish, Italian or French.
  • Knowledgeable with iOS and Android platforms.

Principals only - no third parties, please.  Webroot Inc. is an Equal Opportunity Employer.

About Webroot
Webroot is committed to taking the misery out of Internet security for consumers and businesses. Founded in 1997, privately held Webroot is headquartered in Colorado and global operations across North America, Europe and the Asia Pacific region. For more information, visit http://www.webroot.com

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