As part of the Norton Support & Services team, this role is to support the implementation of Root Cause Analysis within the Norton Support Delivery organization.
The Support Operations Analyst is a strategic and operational role with responsibility for engaging with Norton customers, solving any product or experience related questions, as well as carrying out extensive root cause analysis.
This person will represent the Voice of our Customers to internal stakeholders focused on improving overall customer experience.
This team will spend time resolving any questions customers have, as well as finding out what isbroken in ourexperience.
They will collate data, knowledge and customer feedback to come up with suggestions for customer experience improvements.
The team may also be used to test out any new concepts or ideas with our customers.
As part of the Norton Support team this person will handle customer queries via the usual support contact methods (phone & chat).
Resolve customer queries in a way that ensures our customers remain loyal to the Norton brand.
Educate customers on aspects of their online security.
Carry out extensive root cause analysis with any customer interaction.
Clearly document and communicate the impact of product or experience issues to internal stakeholders, providing as much detail as required.
Make suggestions to improve the overall customer experience and back this up with data or facts.
Test any new concepts / ideas with our customers to help us understand what the impact may be to the wider customer population (for example a new retention offer).
Provide any relevant learnings, feedback or suggestions to the wider Support Delivery teams to help improve performance.
A customer advocate, you will be passionate about helping our customers, as well as improving the Norton customer experience overall.
Shows strong decision making and problem solving skills.
Strategic thinker with the ability to transform ideas into executable plans and tactics to increase the value of Support to the Norton Business Unit.
A team player that demonstrates assertiveness & collaboration skills.
Demonstrates excellent verbal and written communication skillsAn international company background with experience working in a global environment
Experience and Education
3-5 years overall Support Delivery experience, with a history of driving improvements in Customer Experience.
Any experience / certification in Six Sigma, Lean methodologies / root-cause analysis.
Is able to deliver oral and written communications around root cause analysis of issues.
A minimum of a Bachelors degree is preferred in an Engineering or similar discipline
Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.