About the job
Gen-Digital brings together well-known brands like Norton, Avast, LifeLock, and MoneyLion, serving nearly 500 million users across more than 150 countries. The company’s focus spans digital freedom, cybersecurity, online privacy, identity protection, and financial wellness. Teams value innovation, collaboration, and continuous learning, welcoming diverse backgrounds and encouraging open discussion. Employees are supported with flexible work options, generous time off, competitive pay, and a comprehensive benefits package.
Role overview
The Technical Support Specialist joins the Internal Tech Support Center of Excellence (COE) Team within Consumer Services and Inside Sales (CSIS). This position blends strategic thinking with direct, hands-on support. Specialists engage with customers, perform root cause and log analysis, and communicate key feedback to internal teams. Acting as the Voice of the Customer, the role helps drive improvements in the customer experience by sharing insights and data.
The team manages customer inquiries, identifies areas for service improvement, and suggests practical changes. Occasionally, specialists may test new concepts with customers to gather feedback and inform future enhancements.
What you will do
- Respond to customer queries through phone, chat, email, and remote access using standard support channels.
- Collaborate with support partner management teams to address challenges related to Net Satisfaction, Resolution rates, and Case Handling.
Location
This role is based in Chennai, India.
