Sofia 14.05.2019
Technical support with Dutch

Sutherland Enterprise

Our team supporting McAfee, an American global computer security software company and among the world’s largest dedicated security technology organizations is looking for more team members.

The Associate Technical Support Engineer (TSE) provides front line support to McAfee corporate customers, utilizing personal knowledge, tools and resources within McAfee to understand customer issues, frame the service request and provide known solutions to customers quickly in a professional manner.

 Duties and responsibilities:

  • Maintain high availability for inbound calls / Service Portal submissions
  • Provide proactive and reactive assistance to all external customers
  • Assess and understand the impact, severity and urgency of issues
  • Understanding of and ability to ask open-ended/close-ended/probing questions
  • Troubleshoot customers McAfee product issues using knowledge, tools and other internal
  • Record and document all issues/activities related to customers both internal and external
  • Log all testing, troubleshooting and research done in process of resolution
  • Identify data requirements and assist with data collection
  • Assist customers with the implementation of workarounds/solutions
  • Facilitate conference calls / remote sessions to resolve product issues
  • Full ownership of technical issues until resolution provided
  • Set and manage expectations with customers, including regular and timely communication
  • Identify and seize opportunities to teach the customer about product usability, best practices
  • Ability to teach complex topics
  • Maintain a high level of product knowledge
  • Maintain a high level of professionalism
  • Be available and accessible to fellow co-workers
  • Maintain a friendly, open, approachable, positive attitude
  • Understand and apply active listening skills

Experience / skill sets required:

  • Must be fluent in Dutch language
  • Very good knowledge in English
  • Basic experience/awareness of networking fundamentals
  • Basic knowledge of databases
  • Basic understanding of Web services and Security
  • Basic understanding of operating systems – Windows/Mac/etc.
  • Basic troubleshooting techniques
  • Customer and Personal Focus
  • Analytical mindset
  • Ability to multi-task and prioritize job requirements
  • Strong interpersonal skills
  • Self-motivated (takes initiative)
  • Strong desire to learn and develop
  • Customer-focused

We will give you:

  • Fun and fast-paced work environment
  • Competitive salary 
  • Excellent social benefits package
  • Top-notch training
  • Promote-from-within advancement opportunities
  • Employee recognition programs
  • Team building and social activities, participation in voluntary work, charity causes, etc.
  • Buddy system for new hires and relocation packages
  • Great office location

Apply Now And Start Your Sutherland Career