As the Product Specialist you will be supporting our Vulnerabilty Management and Network Security Platform products for our EMEA Platinum Enterprise customers. You will be responsible for providing value added technical service of fault recording, diagnosis, problem solving, escalation and resolution delivery for McAfee’s premiere Enterprise customer base. They utilize a dedicated, queue based support structure to service the Platinum, Platinum Select and Gold Select offerings.
When a Platinum level customer needs technical support, you will be the first, and last person they call. Using your extensive experience and product knowledge, coupled with a near maniacal focus on customer service, you will work their issue from conception to resolution, engaging the support of other teams and individuals within McAfee as needed, but most likely resolving the issue yourself. At all times, regardless of the level of escalation, you will be the primary McAfee contact for the customer, and you must be able to act as their advocate throughout the lifetime of the case.
You are a technical expert, but also an effective communicator – At one moment you may be working alongside a customer’s senior technical teams to assist them in extracting the maximum value from our products, and then the next moment, you may be participating in critical escalation calls with the customer’s senior management, and have to be able to describe complicated technical details in a clear and concise manner, appropriate to the level of technical capability of your audience.
Key Responsibilities
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Ensure that all escalations are dealt with against the documented SLA
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All communication, phone, email, is logged within call tracking system
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Produce articles for submission into the current knowledgebase
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Maintain a high level of knowledge and professionalism
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Provide technical solutions to customers for specific individual or grouped products with a high focus on quality and expedient resolution.
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Participate in 24x7 coverage for customer escalations on a scheduled basis
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Onsite visits on occasion
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Work closely with 3rd Line Support, Development and QA to ensure customer product issues are resolved
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Participate in all team activities including projects, training and meetings
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Provide effective and timely communication to customers through written, telephone verbal and physical presence on customer site.
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Log all activity associated with any service request in our CRM system so that a complete and thorough record is maintained for the customer and Company.
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Perform additional duties established by Management as they relate to the provision of technical support to McAfee’s customers.
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Ensure compliance with Service Level Agreements as contractually documented for both Platinum Enterprise and Gold Enhanced Business Support customers. These SLA’s include, but are not limited to, customer status updates, issue escalation and the responsiveness of Product Specialists.
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Sensitive and experienced in managing customer’s needs and expectations in the Enterprise arena
Qualifications
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Experience working with Enterprise scale environments, preferably at level 3 technical capacity
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Experience providing technical support to external customers
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Knowledge of hardware – Appliance platforms & peripherals.
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Excellent knowledge of Enterprise IT topologies, platforms, networks and services
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Extensive troubleshooting and testing skills (i.e. analytical, be able to narrow down on a problem, use documentation, tools, etc to troubleshoot)
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Ability to communicate at multiple levels with customers (i.e. technical / management)
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Excellent at providing positive customer service (maniacal focus on the customer, go extra mile for the customer)
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Must be Fluent in English and one other language of either German, French or Spanish
Desirable
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MCSE, CISSP, CCNA, CEH, an advantage, but not prerequisite
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Technical knowledge of McAfee NSP products (formerly Intrushield) or competitor equivalent
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Technical knowledge of McAfee Vulnerability Manager (formerly Foundstone) or competitor equivalent
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Interest in and understanding of vulnerability exploitation techniques and countermeasures
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Ability to investigate and diagnose network based attacks using packet analysis tools such as wireshark – Must have an in depth understanding of how TCP/IP works.
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Familiarity with MS SQL and MySQL – Able to develop simple queries and run routine maintenance on databases
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Intermediate level Linux/Unix skills
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Advanced level Windows skills
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Ability to multitask and prioritize job requirements.
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Strong personal and telephone interaction skills at the business professional services level
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Experience in the management of Enterprise customers.
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Outstanding customer focus and service first mentality.
Securing Your Digital World™ McAfee believes that amazing things can be accomplished by diverse teams of talented individuals. Share your talents with us in the dynamic security industry and experience the meaningful, interesting work that is waiting for you.
McAfee is an Equal Employment Opportunity employer. We celebrate diversity!
J2W-MON
J2W-LI-UK
Job: Technical Support
Primary Location: EMEA-GBR-BU-Aylesbury
Other Locations
EMEA-DEU-BVA-Munich, EMEA-DEU-HH-Hamburg
Position Number: 060812DC1SOU
Schedule: Full-time McAfee - 9 months ago
