Symantec Customer Care Agent in Dalian, China

Department Overview

Join our growing and incredibly talented Customer Care team as a Customer Care Representative – the Customer Care team is a global organization, with teams in the Americas, Europe, Asia Pacific, Japan and India, currently providing support in 10+ languages across the world.

In your role, you’ll earn customer loyalty as the face of Symantec by promptly facilitating services with easy and effective experiences throughout the customer lifecycle. If this resonates with you and you’re eager to solve real customer problems, then this is the right job for you - we want to hear from you!

Responsibilities:

  • Serve as the first point of contact for Customers and Partners across the globe who have inquiries, requests or issues relating to Symantec products or services; as needed, responsible for engaging the appropriate individuals or teams to provide guidance/resolution

  • Quickly respond to customer calls, web cases, emails and chats – deliver a high level of service and provide prompt resolution to ensure customer satisfaction
- Support ongoing customer retention activities, including researching what may be the root cause of a customer issue or problem

  • Assist with queries and end-to-end resolution relating to (but not limited to) product licensing, activation, upgrades, renewals and customer portals; liaise with other Symantec business units as needed
- Manage customer inquiries and troubleshoot customer issues using appropriate reference materials and internal knowledge documents

  • Strive to impress customers with exceptional service and continually search for ways to improve processes and deliver additional value to the customer, thereby driving customer loyalty
- Facilitate a positive and productive team environment – leverage collaboration as a tool to solve business and customer problems

Qualification

  • Minimum of 2 years Customer Service experience (or equivalent experience)

  • Experience in or strong interest in the Software and Technology industry preferred

  • Experience in customer relationship management tools such as Salesforce.com is preferred

  • Experience in Enterprise Resource Planning tools such as Oracle is preferred

  • Ability to quickly respond, efficiently manage time and shift from one task to another while managing daily priorities

  • Excellent business communication skills (spoken and written)

  • Advanced problem solving/troubleshooting skills

  • Ability to explain complex ideas in simple terms

  • Proficiency in Microsoft Office Suite

  • Role requires specific language capabilities: fluent in Japanese and English is required

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Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.

Relentlessly protect the world’s information. Make a difference at Symantec. Across the globe, we are an ‘essential’ partner to both consumers and businesses of all sizes. We combine our talents, our brains, and our creative energy to reinforce our place as a world-class technical community.

Our most critical asset at Symantec is the talent we hire - you! We look for people who have a desire to excel and reflect our values: Innovation, Action, Customer-Driven, and Trust. We recognize that every opening in our company is a chance to increase Symantec's competitive advantage, and we are willing to invest in you in order to win.

Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.

Symantec will respond to requests for reasonable accommodations to assist you in applying for positions at Symantec, or to submit a resume. If you need to request an accommodation, please contact HR Service Exchange at https://symantec.service-now.com/hrp/ .

EEO is the Law. Applicants and employees of Symantec Corporation are protected under Federal law from discrimination. Click here at http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf to find out more.