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Consumer Technical Support Engineer, Tier 1
Boulder, CO :: Technical Support

Webroot Software, Inc., founded in 1997, is a highly successful, private security software & services company and the creator of the award-winning Spy Sweeper® line of products. Globally recognized, we have an outstanding history of delivering award-winning, best of breed security solutions for consumers, small businesses and enterprises. Webroot defined and pioneered the anti-spyware market building it into a $100 million business. Webroot continues to develop innovative security and privacy protection products for internet peace of mind including anti-virus and parental controls applications. Our headquarters are located at the base of the beautiful Rocky Mountains in Boulder, Colorado, and our Advanced Development campus is located in Mountain View, California in the heart of Silicon Valley.

Webroot currently has a career opportunity for a Consumer Tier 1 Technical Support Representative.  We are seeking highly self-motivated individuals who thrive in a collaborative, fast-paced, dynamic environment and possess an entrepreneurial attitude. 

Responsibilities

  • Receive inbound customer calls and email inquiries, analyze customer problems, research solutions and provide quantitative, easily understood answers for our customers
  • Promote and sell Consumer Online Professional Services to prevent or expedite problem resolution
  • Provide customers with user-friendly explanations and follow up via email and telephone communication
  • Handle difficult situations in a calm, professional manner
  • Document issues appropriately based on existing guidelines
  • Escalate customer concerns to Tier 2 & 3 specialists or management, as necessary

Required Skills and Experience

  • Bachelor’s Degree in a technical field or equivalent experience
  • 1-3 years experience in a call center environment
  • 1-3 years experience resolving complex product issues (experience supporting security software products preferred)
  • Technical proficiency in: Windows, desktop applications, networking, security, and/or web applications
  • Excellent customer service skills addressing the needs of both the external and internal customer with strong communication and process skills
  • Basic grammar skills, a stellar attitude, and ability to work with diverse personalities required

Privately held and backed by some of the industry's leading top tier venture capital firms, including Technology Crossover Ventures, Accel Partners and Mayfield, Webroot is continuing to build and capitalize upon proven successes and leadership in the security market. Our employees are our most valuable resource and we provide them with the benefits, compensation and stock they deserve. Candidates should be self-directed and able to balance a team approach with personal initiative. Webroot Software, Inc. is headquartered in Boulder, CO with offices in Silicon Valley, Europe and Asia.

If you would like an opportunity to work with this widely recognized worldwide leader in security technology, send your resume to rcirulli@webroot.com for consideration.

Principals only- no third parties, please. Webroot Software, Inc. is an Equal Opportunity Employer.