Tier 3 Technical Support

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. Company Benefits and Perks: We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We're proud to be Great Place to Work® Certified in 10 countries, a reflection of the supportive, empowering environment we've built where people feel seen, valued, and energized to reach their full potential and thrive. 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.