About the job
About Gen:
Gen is a leading global company committed to empowering Digital Freedom through its highly regarded consumer brands, including Norton, Avast, LifeLock, MoneyLion, and more. With a rich heritage rooted in financial empowerment and cyber safety for the first digital generations, we now provide award-winning cybersecurity, online privacy, identity protection, and financial wellness solutions to nearly 500 million users across over 150 countries.
At Gen, we foster a culture of innovation and collaboration to protect consumers and help them navigate their digital and financial journeys. We are always on the lookout for intelligent, daring, and results-driven talent who view AI as a partner—utilizing it to accelerate progress and achieve meaningful outcomes.
Joining Gen means having access to the flexibility, resources, and support necessary to excel in your role and advance your career, with options for flexible work arrangements, generous time off, competitive compensation, and comprehensive benefits.
Our team is customer-centric and thrives on healthy discussions, experimentation, and continuous learning. We actively seek individuals with diverse backgrounds, experiences, and ideas to enrich our team. You will collaborate with supportive colleagues who value respect and appreciate the competitive advantage of our differences.
If this resonates with you, we invite you to consider joining Gen.
About the Role:
We are in search of a proactive Technical Support Specialist with a background in technical support to become part of our Internal Tech Support Center of Excellence (COE) Team within Consumer Services and Inside Sales (CSIS). This role is both strategic and operational, responsible for engaging with our customers and conducting thorough root cause and log analysis. This individual will serve as the Voice of the Customer to internal stakeholders, dedicated to enhancing the overall customer experience.
The team will address customer inquiries and identify areas for enhancement in our services. By aggregating data, knowledge, and customer feedback, they will propose actionable suggestions for improving the customer experience. The team may also participate in testing new concepts or ideas with our customers.
Key Responsibilities:
· Respond to customer queries through standard support channels (phone, chat, email, and remote access).
· Collaborate closely with support partner management teams to understand challenges affecting Net Satisfaction, Resolution rates, and Case Handling.

