Who are We?

We’re not just a company; we’re a global force. Fiercely committed to ensuring that everyone, everywhere, can live their lives digitally safe. Our family of brands – Norton, Avast, LifeLock, Avira, AVG, ReputationDefender and CCleaner – unite the brightest minds, the sharpest tech and the most diverse thinking to protect over 500 million people. And we’ve built an inclusive workplace, where your well-being is a priority because true success comes from a place of balance and authenticity. When you're thriving, you’re unstoppable. So, bring us your bold ideas and passion that refuses to quit. 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.

How We Work? 

Our hybrid work style (3 days in the office) gives us the face-to-face time to have creative conversations, meaningful meetings, make quick decisions and build relationships. And it’s flexible enough to give you the space to do your best work.  

About the role:

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

Objectives

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

Use different tools and systems to assist our customers with different requests (billing and privacy).

You will be supporting multiple brands.

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

Generate customer interest by outlining the value of our service & products.

Contribute to a collaborative team atmosphere and a mutual goal to drive customer satisfaction.

Own 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 in creating and maintaining knowledge base articles.

Engaging in collaboration with other teams to address complex request

Contribute to discovering best practices to improve the overall customer satisfaction

Support lower-tier teams with difficult cases and troubleshooting and provide feedback on lower-tier agents.

Support project teams with feedback and process improvements suggestion

Participate in projects and process creation.

Report bugs and issues and suggest improvements.

Competencies

Customer Service Excellence (demonstrate outstanding customer service and communication skills; consistently adopts a customer-first approach in all interactions).

Language Proficiency (communicate fluently in English (B2/C1) and German (minimum B2), both in writing and speaking).

Customer Focus & Responsiveness (effectively addresses a wide range of customer requests with professionalism, empathy, and a solution-oriented mindset).

Detail Orientation (pays close attention to detail to ensure accuracy and quality in customer support and operational tasks).

Learning Agility (eager to acquire new knowledge, skills, and adapt to changing procedures and technologies.

Problem Solving (identifies root causes of issues and proactively develops practical, effective solutions).

Adaptability (adjusts quickly and confidently to new environments, tools, and processes).

Independence & Reliability (works independently, demonstrates accountability, and delivers consistent results).

Flexibility (willingly adjusts work patterns and priorities in response to evolving business needs or customer demands).

Benefits:
 An amazing and truly international work environmentThe chance to join a major global tech companyMany opportunities for professional growthBonus schemeUnlimited Personal Time Off - because each of us needs enough time to relax

Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.

 

We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency. 

 

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.