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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong technical support capabilities with a focus on troubleshooting Trellix products, effective communication, and customer service. Possesses foundational knowledge in networking, databases, and web services to assist customers in resolving issues efficiently.
Highest-signal resume keywords
Technical SupportTroubleshooting PracticesCustomer Service MindsetNetworking FundamentalsTrellix Products Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting TechniquesAnalytical SkillsData CollectionWeb Services UnderstandingSecurity Basics
Soft Skills
Clear CommunicationMulti-taskingPrioritizationProbing Questions
Certifications & Qualifications
US Citizenship
About the role
Key responsibilities & impact- Provide front line technical support to Trellix customers
- Understand customer issues, frame service requests, and provide known solutions in a timely manner
- Develop analytical and technical skills to perform routine activities
- Troubleshoot customer Trellix product issues using knowledge and available tools
- Assess the impact, severity, and urgency of issues
- Log testing, troubleshooting, and research issues during resolution
- Take full ownership of technical issues until resolution
- Resolve moderately complex problems over time and with some guidance
- Assist customers with implementing workarounds and solutions
- Facilitate conference calls and remote sessions to resolve product issues
- Perform duties assigned by the line manager
- Achieve acceptable service-level goals
- Communicate information clearly and straightforwardly
- Ask probing questions and check for understanding
Requirements
What you’ll need- Basic knowledge and general understanding of troubleshooting practices, procedures and providing solutions
- Basic customer service and technical support skills to perform routine tasks
- Basic experience with networking fundamentals, databases, and troubleshooting technique
- Basic understanding of Web services and Security
- Able to identify data requirements and assist with data collection
- Customer service mindset
- Ability to multi-task and prioritize job requirements
- Understanding of Trellix Products would be a plus
- Must be a US citizen
Benefits
Comp & perks- Social programs
- Flexible work hours
- Family-friendly benefits
- Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement