Job expirat
The department Customer Advocacy's objective is to align Avira's products and services conequently to the requirements of its customers and to offer an excellent customer experience throughout the full customer journey. It supports customer loyalty and helps to make users ambassadors of the avira brand. On top, Customer Advocacy delivers world-wide services strating from user education to self-help and customer service, including product advisory as well as technical helpdesks to businesses and private users.
You are a member of the interdisciplinary Knowledge and Education team which was just recently founded in the Advocacy department. Its mission is to convey security, safety and Aviras's other helpful products to people, to help them using the right approaches and tools and to support them helping themselves. Its core competencies are excellence in active service and in education methodologies. Its success is measured by establishing and running an outsanding self-help programme, by delivering a highly accepted portfolio of informational offers and by leveraging professional service.
Deliver user interaction
- Independently create pro-active and targeted user communications including educational and self-help content (e.g. knowledge base content)
- Establish customer interactions to gain knowledge and provide support in the development of training material when needed and appropriate
Create learning experience
- Serve as an effective internal partner, supporting the development, implementation and delivery of customer and corporate learning solutions.
- Co-ordinate pro-active customer mass communication activities with Product Management, Marketing and Customer Service.
Drive excellence
- Develop evaluation and validation instruments to collect and interpret data, assessing organisation needs and training program effectiveness
- Design learning strategies to fill needs as identified through analysis
- Provide development programs to deliver on changing business objectives
- Provide direction in finding creative solutions for the training and development of people through a variety of different learning methods
- Develop standards for learning gaps monitoring & analysis
- Develop/ implement trainings for internal programs
- Train, manage and develop a team of Single Matter Experts to enbale them to progress effectively
- Ensure that the feedback programs provide guidance to correct problems
Keys to hiring
- University degree (diploma or master)
- Deep knowledge of best-in-class techniques in learning and development and in knowledge management
- Excellent in conveying complex information to private and corporate customers across all online and offline channels
- Experience in working in an intternation customer service environment with distributed sites
- Strong conceptional and analytical skills and highly data driven decision taking
- Very high standard towards service quality, customer orientation and quality awareness
- Goal oriented, autonomous and structured working style
- Outstanding creativity
- Excellent English terminology and communcation skills in spoken and written. German language skills are an advantage
- Willing to travel frequently ( mainly Bucharest and Tettnang)
Located in Bucharest - Romania, Avira was founded in 2004 by a dynamic core of security experts who is committed to the following values: security ethics, professional attitude, open spirit, pride and respect. These principles are meant to stand at the base of any long term
collaboration and partnership that Avira Soft will undertake.
Avira Soft gathered a team of more than 50 dynamic professionals who are permanently collaborating with the experimented specialists of Avira GmbH , Germany. We are a dynamic and creative team and our purpose is to produce high quality software.
We also impose some requirements for our candidates: creativity, technical knowledge, team working capabilities and the ability to finish the job on time.
