Customer Service Agent

About Gen

Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, Life Lock, Money Lion and more. Our heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award‑winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries.

The Customer Service Agent will be the front‑line resource for handling inquiries regarding product support, account management, member‑portal navigation across Norton and Life Lock security offerings. The role requires empathic communication, quick problem‑solving, and the ability to troubleshoot light technical support. The agent will also act as a product expert focused on customer education and service expansion opportunities to drive increased revenue.

Work benefits include flexible working options, time off, competitive pay, benefits and well‑being programs.

• Think quickly and navigate multiple systems to solve customers’ Norton and Life Lock questions.
• Demonstrate a high degree of empathy, compassion, and professional kindness with all members.
• Build relationships using needs‑based selling techniques and strong communication skills.
• Resolve member conflicts or dissatisfaction with products or services to ensure continued loyalty.
• Exhibit excellent written and verbal skills and a proven track record of member interaction.
• Facilitate discussions regarding identity theft concerns and offer appropriate solutions with our services.
• Maintain thorough knowledge of products, services, and the industry to resolve issues without escalating to higher levels of management.
• Ask clarifying questions and assist customers with their needs.

• HS degree or equivalent and 2 years of related customer‑service call‑center experience. A college degree can substitute for experience.
• Prepared for and reacts positively to consistent change.
• Able to multitask and prioritize effectively within guidelines.
• Ability to protect highly confidential and proprietary business information and maintain the highest standards of privacy and security.
• Ability to follow, adhere to, and abide by all Norton and Life Lock information and security policies, procedures, and practices.

• TA Call – 15 minute chat with the Talent Acquisition Team.
• Hiring Manager Interview.
• Final Interview (F2F).

Gen is an equal opportunity employer, and we’re committed to fair, inclusive practices at every stage of the candidate and employee journey. Employment decisions are based on merit, experience and business needs.