Technical Support Manager

Good command of the written word. The main communication with clients will be via email, and is needed to be able to convey ideas clearly and effectively.
A proven ability to divide and solve problems. Solving difficult technical problems for remote customers involves a process of asking questions to get the right answers.
Ability to handle support problems by email. Previous use of Helpdesk platfroms would be an advantage here
Minimum of 3 years experience in a technical software support role
A Customer oriented attitude is essential.
Strong system knowledge in Windows or Unices (Linux, FreeBSD, OpenBSD, Solaris) environments,
In-depth knowledge of LAN/WAN network elements and common used protocols
Good knowledge of English language in writing and speaking (the German language is a plus).

Coordinate, supervise and manage the technical support team toteam to AVIRA customers of Windows and Unices solutions;
Evaluate the performances of his/her team;
Responding to customers by email, phone , both pre-sales queries and post-sales support.
Replicating, bugs as they are reported by customers;
Continually improving the support processes;
Identifying the product areas causing the most support queries, and working with the QA team to fix them.
Develop diagnostic methodology and problems’ work-arounds.
Provide expert technical and product support to our customers
Document each customer incident in support tracking system in a clear, concise, and understandable format
Improve product performance by identifying persistent problems; recommending changes; forwarding information to product development staff

AVIRA is a worldwide innovative security solution providing flexibility and ease of migration to its international customers and partners. To guarantee high quality products right from the beginning, AVIRA is also benefiting of AntiVirR core technology developed by H+BEDV Germany, within more than 15 years of successful activity in the antivirus industry.