Customer Service Agent

About the Role

Gen Digital is seeking a Customer Service Agent to provide first-line support for Norton and LifeLock customers in Tempe, AZ. You'll handle inquiries related to product support, account management, and member portal navigation while demonstrating product expertise and identifying opportunities to expand customer service value.

Responsibilities

• Respond quickly to Norton and LifeLock customer questions across multiple systems and resolve issues efficiently
• Demonstrate empathy, compassion and professional communication when interacting with customers
• Build customer rapport using needs-based selling techniques and strong communication skills
• Address and resolve customer conflicts or dissatisfaction to maintain loyalty
• Provide light technical support such as software downloads and browser navigation assistance
• Develop thorough product and service knowledge to resolve issues without escalation to management
• Facilitate discussions about identity theft concerns and present appropriate solutions
• Maintain excellent written and verbal communication in all member interactions

Requirements

• High school diploma or equivalent; 2+ years of customer service or call center experience (or college degree in lieu of experience)
• Ability to multitask and prioritize effectively
• Adaptability to consistent workplace changes
• Strong confidentiality and information security awareness
• Commitment to following all Norton LifeLock security policies, procedures and practices

Interview Process

• 15-minute initial call with Talent Acquisition Team
• Hiring Manager Interview
• Final in-person interview

Equal Opportunity Employer: Gen Digital makes employment decisions based on merit, experience and business needs, and is committed to fair, inclusive practices throughout the candidate and employee journey.