Mcafee Support Technician Customer Experience Lab 

United States, Texas, Frisco 

466330997

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.

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 continuousrefinement

• 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 improvementrecommendations

• 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

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
• Pension and Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement