Description

As the Product Specialist you will be supporting our ePolicy Orchestrator product for our EMEA Platinum Enterprise customers. The Product Specialist - EPO Product will be responsible for providing value added technical service of fault recording, diagnosis, problem solving, escalation and resolution delivery for McAfee's premiere Enterprise customer base. They utilize a dedicated, queue based support structure to service the Platinum, Platinum Select and Gold Select offerings. Duties include:  

• Provide, during specified working hours, technical support for McAfee's Gold Enhanced Business and Platinum Enterprise Support  Level Customers as the primary responsibility.
• Provide a queue based point of contact for all Platinum Support/Gold Enhanced issues, to include but not limited to: data entry, escalation of issues, testing, and problem resolution.
• Provide technical solutions to customers for specific individual or grouped products with a high focus on quality and expedient resolution.  This includes but is not limited to speaking/working with the designated primary customer contact on an "as needed" basis or as preferred by the customer.
• Provide onsite technical support of customer issues in those circumstances where remote resolution has failed, at the discretion of the support manager.
• Take responsibility for establishing and maintaining effective communication with the customer's designated contacts as required to ensure the customer's complete satisfaction with McAfee products and support services.
• Take responsibility for the escalation of any issues as required for assistance and/or to maintain established SLAs.  Own communication responsibilities for the life of the case regardless of technical ownership.
• Log all activity associated with any service request in our CRM system so that a complete and thorough record is maintained for the customer and Company.
• Submit suggestions for new Knowledge Base articles as well as any potential improvements that can be made to existing articles.
• Perform additional duties established by Management as they relate to the provision of technical support to McAfee's customers.
• Ensure compliance with Service Level Agreements as contractually documented for both Platinum Enterprise  and Gold Enhanced Business  Support customers.  These SLA's include, but are not limited to, customer status updates, issue escalation and the responsiveness of Product Specialists.
• Participate in On Call 24 x 7 for Platinum Customers on a rotational basis
• Assist Sales in selling support
• Act as technical advisor to customers where required.
• Identify customer's technical needs and manage as required
• Sensitive and experienced in managing customer's needs and expectations in the Enterprise arena

Experience

• Fluent in English and ideally another European language
• In-depth technical knowledge of McAfee's ePO product - Or comparable experience with a multi-tiered application management console utilizing a web interface and SQL database.
• Strong personal computing skills in Windows 2000, XP, 2008, 7 and Windows Server 2003
• Extensive knowledge of TCP/IP Networking, hardware, protocols, LAN configuration, security architectures and LAN/WAN technologies. 
• Strong knowledge of security hardware, software, and management platform with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations.
• Solid knowledge of the use and configuration of virtual environments such as VMWare.
• Experience in customer service/customer technical support.
• Experience in technical support environment with named or dedicated accounts. 
• Strong technical troubleshooting skills.
• Ability to multitask and prioritize job requirements.
• Strong personal and telephone interaction skills at the business professional services level
• Excellent  English written and verbal communication skills. Ideally also in an additional European language.
• Experience in the management of Enterprise customers.
• Outstanding customer focus and service first mentality.
• Preferred: Technical knowledge of any of McAfee's product offerings, Technical knowledge of competitor security product offerings, Tertiary education, either University or Technical College, in computer science or related field. IT / IT Security certifications. CompTIA Security and/or CISSP Certification preferred. Progress towards, or completion of, certifications with Microsoft, Sun, Cisco or Linux is desired. Strong knowledge of the McAfee Security product line. Tier I or II experience supporting McAfee products and advanced or emerging security technologies strongly preferred. Any additional languages also an advantage