Customer Service Engineer

Job Description

F-Secure makes every digital moment more secure, for everyone. We deliver brilliantly simple, frictionless security experiences that make life easier for the tens of millions of people we protect directly and through our 170 service provider partners. Our vision for cyber security is intensely human-focused and consumer driven. We believe the future of cyber security is not just great protection technology, but also the ability to bring it to the consumer in a spirit of simplicity and usability – providing a brilliantly simple security experience.

Today, we are at a unique turning point in our history. From a pioneering cyber security company, we are now founding a dynamic, consumer focused, partner driven company: highly profitable with a strong, global market presence and growth focus.

• Can you text, chat and webcam with different people while eating a doughnut, all at the same time?
• Do your family members call you whenever they encounter a computer problem?
• Are you the sort of person who can put yourself in another person’s shoes?
• Do you have a hunger for anything and everything digital?

Sound like you? Great, then we want you! We at F-Secure are all about protecting the digital side of things. You will be the go-to person for our clients and customers worldwide, becoming a trusted professional of F-Secure's retail products. When you join our team, you will get to work with the fellows who are always pushing the envelope when it comes to technology, online security and privacy. We work to set the Internet free.

Key Responsibilities

• Provide support to Consumer customers on setup and configuration of F-Secure software via different support channels – phone, e-mail and chat.
• Perform log analysis in order to find and resolve the root cause of any issues reported by the customers.
• Work together with F-Secure Labs to combat malicious programs (malware).
• Develop an in-depth knowledge of how security applications work and deepen your knowledge in IT and troubleshooting
• Be part of a global team in Customer Care that works around the clock to provide assistance to all customers around the world.
• Generate customer feedback into future product improvement and development.
• Advise the customer on how to stay safe on the Internet.

What are we looking for?

• Diploma and/or Degree in IT.
• Fluent in written and spoken English, with a neutral accent.
• Experienced working in an international contact center.
• Knowledge of basic firewall configurations, antivirus scanning, cloud architecture.
• Good technical understanding of PCs, Mobiles and online services.
• Customer-centric mindset and the patience to explain complex topics in layman's terms.
• Able to multitask and assist different customers at the same time.
• Willing to work in 24-hr/7-day shift rotation.

What will you get from us

• You will work together with experienced and enthusiastic colleagues, and within F-Secure you will find some of the best minds in the cyber security industry.
• We actively encourage our Fellows to grow and develop within F-Secure, and in your career here you can find yourself contributing to any number of our other products and teams. You decide what to make of this role, what your priorities are, and how you organize your work for the best benefit to us all.
• We offer interesting challenges and a competitive compensation model with wide range of benefits. You get a chance to develop yourself professionally in an international and highly motivated team serving our customers in providing world class security, privacy and uncensored access to information online.
• You get to work in a flexible, agile, and dynamic working environment that supports individual needs. Giving our people both support and the opportunity to be in charge of their own work is something that is in our DNA.
• We are in a unique phase in our 30-year history and with curiosity and excitement in the air we see no limits for building a strong and fruitful career with us!

In addition to the above, we support our Fellows with a wide range of benefits both at work and home. We offer our Fellows work equipment i.e. company laptop, phone, company consumer products and transportation allowance. We support their home life by offering both lifestyle and medical benefit, medical and travel insurance and pension benefit. On top of that, our Fellows are offered moving, maternity, paternity and vacation leave to support their work-life-balance.