Job expirat
Providing expert technical and product support to our customers.
Responding to customers by email or phone, to both pre-sales queries and post-sales support.
Replicating bugs as they are reported by customers.
Continually improving the support processes.
Identifying the product areas causing the most support queries and working with the QA team to fix them.
Develop diagnostic methodology and problems¿ work-arounds.
Document each customer incident in support tracking system in a clear, concise, and understandable format, so that the incident can be forwarded to the German 3rd-Level-Support, in English if necessary.
Improve product performance by identifying persistent problems and recommending changes, forwarding information to product development staff.
Student or graduate of a Computer Science-related faculty.
Good command of the written word. The main communication with clients will be via email, thus the ability to convey ideas clearly and effectively is needed.
A proven ability to divide and solve problems. Solving difficult technical problems for remote customers involves a process of asking questions to get the right answers.
Ability to handle support problems by email. Previous use of Helpdesk platfroms would be an advantage here.
Minimum 1 year of experience in a technical software support role. A customer-oriented attitude is essential.
Strong system knowledge in Windows or Unices (Linux, FreeBSD, OpenBSD, Solaris) environments.
In-depth knowledge of LAN/WAN network elements and common used protocols.
Good knowledge of English in writing and speaking (the German language is a plus).
A pleasant and friendly work environment among a team of dynamic and high-performance oriented people;
The opportunity to work and develop knowledge in a professional environment;
Bonuses for well done projects.
AVIRA is a worldwide innovative security solution providing flexibility and ease of migration to its international customers and partners. To guarantee high quality products right from the beginning, AVIRA is also benefiting of AntiVirR core technology developed by H+BEDV Germany, within more than 15 years of successful activity in the antivirus industry.
