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

Undergraduate IT-related degree, preferably 1+ year technical support experience, virtualization, networking, Windows systems, databases, basic programming, and intermediate English and Spanish.

Key Responsibilities

• analyzing support cases
• conducting trainings
• generating content

Skills & Tools

Windows

Job Details

• Category: Customer Service
• Seniority: No Prior Experience Required
• Commitment: Part Time
• Workplace: Remote — São Paulo, São Paulo, Brazil
• Languages: English, Spanish

Benefits

• Generous paid time off
• Retirement plan

About ESET

A cybersecurity software company providing product protection and technical support services. — Industry: Information Technology