*Responsibilities

- Serve as the first point of contact for Customers and Partners across the globe who have inquiries, requests or issues relating to Symantec products or services; as needed, responsible for engaging the appropriate individuals or teams to provide guidance/resolution

- Quickly respond to customer calls, web cases, emails and chats

– deliver a high level of service and provide prompt resolution to ensure customer satisfaction

- Support ongoing customer retention activities, including researching what may be the root cause of a customer issue or problem

- Assist with queries and end-to-end resolution relating to (but not limited to) product licensing, activation, upgrades, renewals and customer portals; liaise with other Symantec business units as needed

- Manage customer inquiries and troubleshoot customer issues using appropriate reference materials and internal knowledge documents

- Strive to impress customers with exceptional service and continually search for ways to improve processes and deliver additional value to the customer, thereby driving customer loyalty

- Facilitate a positive and productive team environment

– leverage collaboration as a tool to solve business and customer problems