1st Level Service engineer with German & English
Bucharest, ROU
4 zile în urmă

Are you looking to take you career to the next level and join a company that will give you valuable experience in one of the fastest growing industries out there (HINT : cyber security)?

If you have a mindset for growth and innovation and are comfortable working in a fast-paced environment and want to pick-up some valuable skills to grow your experience, read on.

NortonLifeLock is a global leader in consumer Cyber Safety. Bringing together decades of experience in cybersecurity and identity theft protection, we are the consumer ally in today’s connected world.

NortonLifeLock solutions are powered by one of the world’s largest civilian cyber intelligence networks allowing us to help protect against advanced online threats.

Nearly 80 million members and customers in more than 150 countries trust us with their personal information. We’re dedicated to making it easy for them to keep their connected lives safer while helping to secure their devices, online privacy, identity, and home and family needs.

The Avira brand is now part of NortonLifeLock Inc. a global company inspired by the people we help protect. Our success comes from our employees, working together, with a shared passion to help keep the digital world Cyber Safe.

About the role

Acting as interface between customers and our products, our goal is to deliver best-in-class service. On the one hand, this includes helping our customer solve all potential problems with our products.

On the other hand, you act as an advisor for our customers providing information about our product portfolio and helping in case of .

difficulties with the payment process and much more.

To support our team, we are looking for a motivated and highly customer-oriented employee (f / m / x) with strong communication skills.

The Team

The Customer Service Unit consists of 5 teams in 2 locations (Bucharest and Tettnang). The first level team is in direct contact with the customer solving problems via e-mail and phone

What you’re going to be doing :

  • Communicate and engage. Impact the customer experience by demonstrating your commitment to high member satisfaction levels and positive results.
  • Actively work to improve our member experience while providing high quality service beyond member expectations in order to ensure continued member loyalty.

  • Be the expert. Display a thorough knowledge of products, services, and the industry to resolve customer issues. Build rapport and use active listening skills to assist member needs;
  • ask clarifying questions to support proper solutions and uncover additional needs. Also, you’ll be asked to provide daily feedback and readouts with management on voice of the customer and constantly offer suggestions for improvements.

  • Take action, problem solve & resolve. Think quickly and move quickly through multiple systems to solve customers’ NortonLifeLock questions.
  • At the end of the day, resolve any member conflict or dissatisfaction with products.

    Responsibilities :

  • After the first month of onboarding, inhouse training and knowledge transfer, you are able to work independently.
  • You are acting as the contact person for our customers helping them with their questions and problems concerning the Avira products.
  • Working on providing the step-by-step solution together with the customer.
  • Processing customer inquiries via telephone, email and chat.
  • If necessary, you are forwarding the inquiries from our customers to the next level of support (2nd level).
  • Documenting our best-practice solutions in our help desk and our knowledge base.
  • You are actively participating in the optimization of our processes and tools.
  • What we’d like to see you have :

  • The following points will help you to fulfill your responsibilities :
  • You are fluent in German and English, both spoken and written.
  • You are passionate about developing solutions together with our customers.
  • You show a high degree of self-initiative and independency, but you are also a team player and like to achieve goals with your team.
  • You are familiar with current Windows operating systems and Microsoft Office.
  • An additional plus :

  • First sales experience (cross-selling, upselling).
  • Experience with MacOS.
  • Benefits of joining us :

  • No technical experience is required, you can start and develop your IT career with us. Bring your advanced German & English language skills, motivation and passion towards IT and let's have a chat
  • Gym & Tuition reimbursements
  • Medical insurance
  • Annual bonus plans
  • Meal tickets
  • Meal & Canteen
  • Growth opportunities
  • NortonLifeLock 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.

    NortonLifeLock 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 for employment qualified individuals with arrest and conviction records. In addition, NortonLifeLock 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. .

    EEO is the law. Applicants and employees of NortonLifeLock Inc. are protected under Federal law from discrimination. See the and .

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