Customer Experience Lab Support Expert

Role Summary

Do you like solving problems for customers? Do you enjoy optimizing process? Do you want to be part of a new in-house team of troubleshooting customer service support agents to transform the Customer Experience Lab as we optimize the customer experience and execute process and system optimization initiatives? If so, this may be the role for you.

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.
Position Details

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 (we'd love more!) of experience in process and performance improvement 
• 3+ years (we'd love more!) 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 offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.:

• Bonus Program
• 401k Retirement
• Medical, Dental, Vision, Basic Life, Short Term Disability and Long-Term Disability Coverage
• Paid Parental Leave
• Support and Community Involvement
• 14 Paid Company Holidays
• Unlimited Paid Time Off for Exempt Employees
• 96 Hours of Sick Time and 120 Hours of Vacation for Non-Exempt Employees Accrued Each Year

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.
Pay Range

The anticipated compensation for this position is USD $54,080.00/Yr. - USD $88,842.50/Yr. depending on experience and qualifications.
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