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Avast is your place to innovate

Customer Care Gurus


Customer Care specialists are in daily contact with
Avast users around the globe. They not only help
them solve their usual software problems, but also
try to make them happy. Life is more than just
Competitive
a computer, and our specialists realize this.

Job Information
Location
Charlotte, NC
Industry
Software Security
Working
Permanent / Full-Time
Salary
Level
Degree

Team Staf
Bachelors

Degree

Corporate Product Technical Support Specialist - Job Description

Provide phone, ticketing, email and remote technical support to the companys customers
and business partners
Solve complex technical issues quickly and efectively within agreed time lines and SLAs.
Co-operate with other members of the technical support team, sales team and other
departments
Consult on-line web tool, computerized data base, manuals, circulars or internal resources for
information on resolution procedures.
Work closely with team members and Sales Engineers to identify bugs and report issues
using internal systems and policies.
2-6
yearsnew
experience
into
Help
Desk or Customer Support
Escalate
infections
T2 support.
environment.
Report false positives from customers and escalate to T2 or Support Manager.
Highly customer-focused. Strong verbal and written
Assist with creation of knowledge base articles and submit to T2 and Support Manager.
communication skills. Self-motivated and able to work in a
Ability
to team
recognize
when escalation is necessary. Escalate cases properly through
fast-paced
environment.
established procedures.
Strong troubleshooting skills.
Remain current on new developments and changes through ongoing circular, e-mail, and
Customer focused with the ability to take a proactive
manual review. Attend training updates as required.
approach to support, identifying and anticipating issues that
Other
activities
on task from supervisor.
customers
may based
experience.
Willingness to learn new procedures and technologies to
develop own knowledge or skills.
Extensive knowledge of Windows client OSs (XP, Vista,
Windows 7 & 8) and Windows server OSs (Server 2003,
Server 2008 all versions and Server 2012 all versions).
Security for home, mobile, and
Experience using command line interface and a sound
business
knowledge of networking protocols (UDP, TCP etc.).
AVAST Software
(www.avast.com), maker of the
Some knowledge on editing registry and a basic
understanding of Linux.
world's most popular antivirus,
protects over 210 million
Understanding of DCOM, WMI, performance counters, event
computers and mobile devices
logging, diagnostic tools & Windows services.
with our security applications. In
Proficient with Active Directory, Networking knowledge (DNS,
business for over 25 years, AVAST
IIS, firewall, ports, and routing).
is one of the oldest companies in
Minimum requirement of multiple Microsoft MCP Certifications
the computer security business,
MCSE/MCSA is preferred.

Required Skills

Specification of working relationship:

Full-time
Able to work a shift pattern, Monday to Friday
Bilingual a plus

with a portfolio covering


everything from free antivirus for
PC, Mac, and Android, to premium
suites and services for business ofered in about 40 languages.
Based in Prague, Czech Republic,

with offices in the U.S., Germany, and Asia, AVAST Software employs some of the brightest new
talent in the IT industry, from around 30 diferent nations.

Contact Information
Contact Name
Company
Address

Kara Eisenberg
Avast Software, Inc.
9300 Harris Corners Pkwy
PO Box 481992
Charlotte, NC 28269

Email
Phone

Country
U.S.
eisenberg@avast.com
704.909.8426