Technical Support Specialist

Gen Digital Inc.; India; On-site; INR 900,000 - 1,800,000; Full time

Job summary

Gen Digital Inc. is seeking a CX-focused professional to support customer experience within the assigned journey (Technical Issues). You will act as SME for containment, automation, and continuous improvement, coordinating readiness for changes and communicating with stakeholders.

Responsibilities include mapping journeys across touchpoints, refining automation with AI, and raising tickets to the Build Program for delivery. You will drive KB updates, UAT, and post-launch impact assessment.

Qualifications

• Experience in customer support, knowledge management, or journey optimization.
• Proven ability to analyze data and translate insights into actionable change requests.
• Understanding of virtual agent logic, self-service flows, and automation performance.
• Strong attention to detail with experience managing KB/IKB content and release readiness.
• Excellent collaboration and communication skills; comfortable working across teams and systems.

Responsibilities

• Map and assess your journey across touchpoints to identify pain points and automation opportunities.
• Partner on refinement of automation logic and AI-led support to improve containment, accuracy, and trust.
• Translate insights into clear change tickets for delivery and track post-launch impact.
• Own journey readiness for product and support releases including KB content and testing.
• Participate in UAT to ensure quality before go-live.
• Create and optimize journey-related knowledge content.
• Monitor key journey metrics to identify trends and improvement areas.
• Manage escalations within your journey and capture learnings for systemic fixes.
• Analyze Voice of Customer data to surface journey improvements.
• Collaborate with Product, Engineering, Operations, and Build Program teams.

Skills

Customer support experience

Data analysis

Knowledge management

Journey optimization

Cross-functional collaboration

Tools

KB/IKB systems

Job description

About Gen:

Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined 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.

Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We're always looking for smart, fearless and high-impact talent who see AI as a teammate - leveraging it to move faster and deliver meaningful results.

When you're part of Gen, you'll have the flexibility, tools and support to do your best work and grow your career - from flexible working options and time off to competitive pay, benefits and well-being programs.

At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You'll work with people who back each other, respect each other and understand that our differences are a competitive advantage.

If this sounds like you, we'd love you to be part of Gen.

About the role:

Support the customer experience within your assigned journey (Technical Issues), acting as the subject matter expert (SME) and advocate for continuous improvement. Identify and scope opportunities that improve containment, automation performance, and CSAT, raising tickets to the Build Program for implementation. Ensure readiness across all changes, including KB updates, testing and stakeholder communication, to maintain a consistent and trusted end-to-end support experience.

Key Responsibilities

• Journey Optimization: Map and assess your journey across all touchpoints (self-service, virtual agent, live help, community) to identify pain points, automation opportunities, and efficiency gains.
• Automation & AI Execution: Partner on the continuous refinement of automation logic and AI Led Support using performance data, Human-in-the-Loop (HITL) testing, and user insights to improve containment, accuracy, and customer trust.
• Opportunity Identification & Ticketing: Translate insights and customer pain points into clear, actionable tickets for the Build Program to implement. Track progress and validate post-launch impact.
• Product Release Readiness: Own the journey readiness process for product and support releases coordinating KB/IKB content updates, testing, and validation to ensure seamless deployment.
• User Acceptance Testing (UAT): Participate in UAT for all journey-affecting changes, ensuring logic, tone, and experience meet quality standards before go-live.
• Knowledge Management: Create, maintain, and optimize journey-related knowledge content to ensure accuracy, discoverability, and alignment with customer intent.
• Performance & Impact Tracking: Monitor key journey metrics (containment, CSAT, cost per contact) to identify trends, root causes, and areas for improvement.
• Escalation Management: Manage L4 escalations within your journey, ensuring timely resolution and capturing learnings to inform systemic fixes.
• Voice of Customer: Analyze customer sentiment, survey results, and feedback to surface insights that drive journey-level improvements.
• Cross-Functional Collaboration: Work with Product, Engineering, Operations, and Build Program teams to align on improvements, readiness, and quality outcomes.

About You:

• Experience in customer support, knowledge management, or journey optimization.
• Proven ability to analyze data, identify improvement opportunities, and translate insights into actionable change requests.
• Understanding of virtual agent logic, self-service flows, and automation performance.
• Strong attention to detail with experience managing KB/IKB content and release readiness.
• Excellent collaboration and communication skills; comfortable working across teams and systems.

Key Success Metrics

• Containment and automation performance improvements
• CSAT and sentiment uplift within the journey
• Accuracy and timeliness of KB/IKB updates
• Quality and readiness of journey releases (zero defects at launch)
• Reduction in escalations and root cause recurrence
• Journey Ownership: Act as the subject matter expert (SME) for your assigned journey (e.g., Refunds, Onboarding, etc.), ensuring it delivers a seamless, effective, and high-trust customer experience.
• Continuous Improvement: Identify journey pain points and optimization opportunities using data and insights; raise clear, prioritized tickets to the Build Program for delivery.
• Containment & Performance: Monitor key metrics (containment, CSAT, cost per contact) and proactively address issues impacting journey health and efficiency.
• AI & Automation: Support the ongoing refinement of automation logic and AI Led t