Customer Care Specialist

Who We Are:

We’re not just a company — we’re a global force, fiercely committed to ensuring that everyone, everywhere, can live their digital lives safely.

Our family of brands – Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner – unites the brightest minds, the sharpest technology, and the most diverse perspectives to protect over 500 million people worldwide.

We’ve built an inclusive workplace where your well-being is a priority, because true success comes from balance and authenticity. When you’re thriving, you’re unstoppable. So bring your bold ideas and passion that never quits.

The digital world isn’t some distant reality – it’s the world we live in, and we’re ready for it. If you’re ready to push boundaries and be part of something bigger, join #TeamGen.

About the role:

You will become a member of our multicultural in-house Customer Care team and help maintain a top-tier Gen customer experience.

What You Will Do in This Role:

• You will be responsible for handling escalated customer inquiries, including cases where customers have filed complaints or taken external actions to resolve their concerns.

• Use various tools and systems to assist customers with different types of requests (billing, privacy, etc.).

• Support multiple brands within our portfolio.

• Grow your knowledge of the IT landscape to provide an ever-better service to our customers.

• Generate customer interest by outlining the value of our services and products.

• Contribute to a collaborative team atmosphere with a shared goal of driving customer satisfaction.

• Take ownership of your customer interactions, create a positive customer service experience, and instill confidence in our products and brands.

• Participate in team knowledge sharing and collaborate with other teams to create and maintain knowledge base articles.

• Engage in cross-team collaboration to address complex requests.

• Contribute to identifying best practices to improve overall customer satisfaction.

• Support lower-tier teams with difficult cases and troubleshooting, and provide feedback to lower-tier agents.

• Support project teams by sharing feedback and suggesting process improvements.

• Participate in projects and process creation.

• Report bugs and issues and proactively suggest improvements.

What You’ll Need to Be Successful in This Role:

• Exceptional customer service and communication skills.

• A customer-first approach.

• Fluency in English (written and spoken, B2/C1); knowledge of another language such as German, Spanish, or Portuguese is a plus.

• Ability to address a variety of customer requests.

• Professional and solution-oriented mindset.

• Strong attention to detail.

• Willingness to learn.

• Strong problem-solving skills.

• Ability to quickly adapt to a new environment.

• Independent and reliable personality.

• Flexibility.

• Understanding of different operating systems is a plus.

WHAT WE OFFER

• An amazing and truly international work environment.

• The chance to join a major global tech company.

• Many opportunities for professional growth.

• Annual bonus scheme.

• Private Medical Insurance.

• Multisport card (Fitpass).

• Training and conferences.

• Unlimited Personal Time Off - because each of us needs enough time to relax.

• Sustainable home improvement bonus.

• Personal Wellness/Fitness reimbursement.

• Tuition reimbursement for job-related courses.