Customer Service Representative – English speaker

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Employer: Avira
  • Customer Support - Client Service
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 08.03.2018
    Short company description

    Avira, a company with over 100 million customers and more than 500 employees, is a worldwide leading supplier of self-developed security solutions for professional and private use. With more than 25 years of experience, the company is a pioneer in its field.


    Knowledge, Skills, and Abilities

    1-2 years call centre/customer service work experience
    Technical (IT) Education is a plus

    Procedure Knowledge:

    Help desk procedures
    Excellent aptitude for technical troubleshooting and problem solving

    System Knowledge:

    Microsoft office applications
    Good knowledge of OSX
    Knowledge of computer software and hardware

    Skill Set:

    Enthusiasm for passing on technical knowledge and experience
    Excellent product and general technical knowledge
    Ability to work unsupervised
    Good communication skills (oral/written) in English. French or Spanish is a plus.
    Keyboard skills: accurate and relatively swift typing
    Ability to extract pertinent information from that given by customers and to succinctly and accurately describe the issue or complaint
    Basic complaint and conflict resolution skills


    Position Overview
    For this position, successful candidates are responsible for supporting a range of software enabled technologies for the company’s global market via Social Media, inbound calls and e-mail support. This will involve troubleshooting queries relating to IT and responding to customers in a timely and efficient manner. Maintaining customer service to the highest possible standards, ensuring excellent communication with customers and staff is the highest priority.


    Provide 1st level trouble-shooting, during night shift
    Provide pre-sales information about our products
    Support customers in the optimal usage of our products
    Communicate via Social Media platforms, phone & e-mail

    Knowledge, Skills, and Abilities

    1-2 years call centre/customer service work experience
    Technical (IT) Education is a plus

    Other info

    Our Offer:

    People you would love to work & learn with
    Experience new technologies in world-class applications
    Professional challenges to match your interests and skills
    Freedom to develop innovative ideas and projects
    An opportunity to make a difference with 100 million customers worldwide
    Subsidized canteen, free gym, drinks, fruits and ice cream