Cybersecurity Technical Expert
Há 2 dias
Kaspersky is a global leader in cybersecurity, protecting individuals and corporate clients from cyber threats. Our team of experts has protected over 400 million users worldwide, with 517 products and 1100 technological patents.
You will be part of an exceptional team that uses skills to keep us growing and evolving.
Your role involves building strong relationships with enterprise clients and partners, optimising product performance, and driving rapid resolution of technical issues within SLA commitments.
Key Responsibilities:
- Manage customer requests to ensure timely and efficient issue resolution;
- Deliver premium support focused on incident resolution and product/service renewal to ensure customer satisfaction;
- Process complex cases, stepping in to manage escalations when required;
- Support partners with technical topics including webinars, support delivery assistance, and project design;
- Ensure compliance with contractually documented Maintenance Service Agreements;
- Conduct regular onsite visits for Enterprise customers to maintain engagement and address issues proactively;
- Follow all documented processes to maintain organisational visibility of customer issues/requests;
- Facilitate communication between customers, product experts, and development teams to manage escalations requiring fixes or feature requests;
- Collaborate with clients to assess their IT business needs, requirements, and challenges;
- Plan, develop and test technical solutions and architectures meeting client needs;
- Analyse customer business requirements and diagnose product/system issues through end-user consultation;
- Advocate for customers regarding required fixes or feature requests;
- Provide customers with work reports and host review calls for technical/support issues;
- Deliver consultative knowledge transfer and documentation to clients;
- Update product documentation and share customer feedback/feature requests with product managers;
- Deliver Kaspersky Professional Services upon request.
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