Technical Support Trainee

Summary

Responsible for providing post-sales support of ESET products in a technical environment for partners and potential final clients (companies). Generate valuable technical content for the channel and perform customer support services. This resource will be essential in the execution of support services in Brazil and in the generation of content for Training

Job description

Responsibilities and tasks

• Analyze and solve post sale support cases that are presented through the incident ticket system, complying with established SLAs. He/She will be the reference person between technical support between Buenos Aires and Brazil clients.
• Identify recurring support cases and derivatives from the regional team.
• Inform to the lab the detection of new virus and blocked URLs.
• Responsible for the performance of trainings and webinars.
• Generation of ESET’s products technical content for partners and clients.
• Service is performed through ticket system and through remote access or phone calls, when needed.

Requirements

Education

Under-graduation degree in IT, Information Safety, System Analysis, Data Processing, Computer Sciences or correlate studies.

Experience

Experience in technical support preferably (minimum 1 year)

Knowledge

• Knowledge on virtualization.
• Knowledge on networks
• Operational systems, at station and server level (Windows mainly)
• Knowledge on databases.
• Basic knowledge on programming languages.

Languages

English

• Intermediate Level

Spanish

• Intermediate Level

Personal Characteristics

• Communication skills.

Magnitude (Impact)

Low

Additional information

Traveling

0 %

Confidential Information

Average

Benefits

Health & well-being

• Medical assistance
• Flex Friday
• ESET Hours
• Birthday free day
• Woman day (mentruation rest)
• Compensation (for working on holidays/weekend)
• Paternity extended leave

Family

• Softlanding (gradual return from maternity leave)
• Day off for children's birthday
• School Kit
• Flex time for school adaptation
• Adoption extended leave
• Language courses

Office

• Refreshment voucher
• Fruits
• Birthday celebration

Other

• Home Office Kit
• Parking spaces at the office
• Transport payment
• ESET in the world
• Internet reimbursement
• Graduation award
• Special dates gifts
• Internal events
• Loyalty program

Primary location

Sao Paulo

• Additional locations
• Time type
• Part time