Gen Digital Inc is a global leader in consumer Cyber Safety dedicated to protecting devices, identities, and online privacy for nearly 50 million consumers
Job Summary
Gen Digital Inc is a global leader in consumer Cyber Safety dedicated to protecting devices, identities, and online privacy for nearly 50 million consumers.
The Escalation Specialist is accountable for retention and recovery of escalated customers by handling cases with sensitivity and communicating outcomes to customers and internal stakeholders.
The role involves acting as a liaison between internal teams, managing case loads to meet SLA goals, and recommending process improvements to enhance member experience.
Matching Summary
Gen Digital Inc is a global leader in consumer Cyber Safety dedicated to protecting devices, identities, and online privacy for nearly 50 million consumers.
Skills & Requirements
Must-have
Customer case escalation handling
Customer retention and recovery
Cross-team communication and coordination
Managing case load to meet SLA goals
Excellent verbal and written communication
Problem-solving and decision making skills
Empathy and high emotional intelligence
Nice-to-have
Process and behavioral improvement recommendations
Collaboration across global teams
Consultation service for support partners
Ability to work under pressure
Logical and organized work approach
Key Requirements
Strong knowledge of Gen products and policies
1+ year technical support or customer service experience preferred