What are the responsibilities and job description for the Support Expert, Customer Experience Lab position at McAfee, LLC?
As a Support Expert with the Customer Experience Lab at McAfee, you own the customer and expert experience feedback loop. You’ll assist customers with complex issues, identify product and process defects, conduct experiments to determine best in class solutions, partner with Engineering and other teams to implement improvements, assist with defining system requirements, conduct universal acceptance testing of new process or system designs, and partner with the Vendor Manager Organization and frontline teams to drive change. Your ability to foster continuous improvement for both the customer and expert experiences will be key to your success in the role.
This position is based in Frisco, TX. You will be required to be onsite in our Frisco, TX office 5 days per week. We are only considering candidates within a commutable distance to Frisco and are not offering relocation assistance at this time.
About the role:
Engage with customers to guide them through resolution and keep them updated on progress of issue resolution
Communicate process, system, and performance improvement recommendations effectively to stakeholders at all levels, ensuring understanding, engagement, and support
Troubleshoot complex issues, identify root cause, and conduct experiments to find potential solutions and improve processes
Identify failure points in the customer and agent experiences and participate in continuous refinement
Conduct pilot testing of new processes and system designs, identifying experience barriers and potential solutions
Collaborate with other departments to ensure alignment and buy-in for process, system, and performance improvement recommendations
Serve as subject matter expert for stakeholders and Vendor Manager Organization
Utilize data to identify areas for improvement, measure success, and guide decision-making
Quantify impact of recommended changes
About you:
1 years of experience in process and performance improvement
3 years’ experience in technology related technical support type role
Excellent technical troubleshooting skills
Strong analytical skills with ability to leverage and interpret data to drive decisions and measure the impact
Independent thinker with focus on achieving organizational goals through process optimization
Strong written and verbal communication skills for both customer and cross-functional audiences
Effective presentation skills
Thrive in fast-paced, dynamic environment with changing priorities. Proactive in improvement opportunity identification and driving continuous enhancement of processes and performance
Enjoy working in a collaborative and supportive work environment
#LI
Company Overview
McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.
We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
- Bonus Program
- Pension and Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
