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Tracy,
Purchasing Operations Manager

Product Specialist

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Requisition ID:881656
Job Description
Product Specialist

About the Role and Responsibilities

Location: Plano, TX


About the Role:


McAfee believes that amazing things can be accomplished by diverse teams of talented individuals. Share your talents with us by joining the world's largest dedicated security technology company. McAfee delivers proactive and proven solutions and services that secure systems and networks around the world, allowing users to browse and shop the web securely. With our unmatched security expertise and commitment to innovation, McAfee helps home users, businesses, the public sector, and service providers to comply with regulations, protect data, prevent disruptions, identify vulnerabilities, and continuously monitor and improve their security. Our products are unique in how they work together to make security affordable and manageable. These days, the threats are tougher, and the perpetrators are trickier. As we have for more than 20 years, McAfee delivers superior protection that is trusted by millions of people.

The Platinum Product Specialist position is a telephone queue based technical support role working directly with McAfee's enterprise-level customers. This position requires a high level of technical knowledge of McAfee enterprise products.

Key Responsibilities:

  • Primary point of contact for all technical support issues including, but not limited to, data entry, troubleshooting, case escalation, case management, and problem resolution

  • As a communication owner for the customer's issue from initial report to the point of resolution

  • Possess the ability to be proactive in advising customers of security solutions by recommending products and services that enhance the customer's computing and security needs

  • Act as focal point for product knowledge on which they have been assigned

  • Share knowledge and provide articles to the (Inquira) Knowledge Base team, and communicate new product information and known issues

  • Interface across Enterprise areas including by not limited to Customer Help Desk, IT, SEO, Engineering, Support Account Management and leadership for assigned area of support

  • Perform technical duties and responsibilities as assigned by management

Qualifications

Required Experience/Skills & Education:

  • Minimum 3-5 years applicable experience in technical support environment with named or dedicated accounts

  • Strong knowledge of TCP/IP Networking, hardware, protocols, LAN configuration, security architectures and LAN/WAN technologies as applicable

  • Possesses strong analytical and technical troubleshooting skills

  • Solid knowledge of security hardware, software, and management platforms with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations

  • Excellent writing and verbal communication skills

  • Strong personal interaction and telephone interaction skills at the business professional services level

  • Strong personal computing skills in Windows Operating Systems and Windows Server Systems

  • Solid knowledge of the use and configuration of virtual environments such as VMWare

  • Ability to multitask and prioritize job assignments in a dynamic work environment.

  • Knowledge of the McAfee Security product lines as assigned by manager.

  • Familiarity with security software and related industry application concepts

  • Associates or Bachelor Degree, in computer science or a related field, desirable

  • Professional organization certifications in computing fields highly desirable

Preferred:

· Tier I or II experience supporting McAfee products and advanced or emerging security technologies

· CompTIA Security, CISSP, MSCE, CCNA, or similar industry-recognized certifications


McAfee, part of Intel Security and a wholly owned subsidiary of Intel Corp. (NASDAQ:INTC), empowers businesses, the public sector, and home users to safely experience the benefits of the Internet. The company delivers proactive and proven security solutions and services for systems, networks, and mobile devices around the world. With its visionary Security Connected strategy, innovative approach to hardware-enhanced security, and unique Global Threat Intelligence network, McAfee is relentlessly focused on keeping its customers safe.
McAfee celebrates diversity!
Male/Female/Disabled/Veteran/EEO/AA Employer

Job Technical Support
Primary Location NA-USA-TX-Plano
Position Number 881656
Schedule Full-time
Apply Now
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