We're more than just a company; we're a global leader in digital safety. With a strong commitment to ensuring that everyone can navigate the digital world securely, we unite the best minds and cutting-edge technology through our family of brands: Norton, Avast, LifeLock, Avira, AVG, Reputation Defender, and CCleaner. Together, we protect over 500 million people worldwide. Our workplace is built on inclusivity, where your well-being is a top priority. We believe success comes from balance and authenticity. When you're thriving, you're unstoppable. So, bring your bold ideas and unstoppable drive, and join us in shaping the digital world. Ready to make an impact? Join #TeamGen.

2. Mission and Goals (About the Role)

The Restoration Support Specialist has a variety of functions. This includes supporting the WalletLock function, taking Restoration calls, and responding to member callback requests. In addition, this position collaborates with various individuals, departments, and organizations to gather information and procedures necessary to provide a timely resolution of member issues and concerns.  The Restoration Support Specialist must be flexible to adjust to a changing environment and be able to handle high-stress situations while remaining calm and confident. A Restoration Support Specialist is expected to partner with Team Managers and Training to share coaching and trends based on the evaluation of current data to improve the member experience.

3. Objectives (What You Will Do in This Role)Educate members on Identity Theft, LifeLock Terms of Service and Service Guarantee.Consistently meet department goals (examples: production, NPS and compliance goals)Partner with other LifeLock departments to support Restoration goals and initiatives.Collaborate with peers and other teams regularly.Support new hire training through side-by-side instruction.

4. Competencies (What You’ll Need to be Successful in this Role)Self-directed and self-motivated – able to work independently on a variety of tasks.Be the front-line voice of the company through professionalism and positive demeanor.Displays active listening skills to assist member needs.Is routinely conscientious, thorough, accurate, and reliable when performing and completing job tasks.Must possess excellent communication skills, including verbal, written, interpersonal and coaching.

Security Competencies:

Ability to protect all forms of highly confidential and proprietary business information and ability to maintain the highest standards of privacy and security.Ability to follow and abide by all information and security policies and practices.

Skills:

Strong proficiency with MS Office Suite, including Excel, Word, PowerPointMinimum of one year using Salesforce CRM or similar, preferred.

Education:

High School or equivalent with experience in customer service, including handling high call volume of inbound and outbound calls.Background in fraud investigation a plusComputer proficiency with Microsoft Office Suite

#LI-DL1 

Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Gen strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds. 

 

We also consider employment-qualified individuals with arrest and conviction records. In addition, we will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency. 

 

Gen complies with all anti-discrimination laws. 

 

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.