providing technical assistance for end-users (email, phone, remote);taking ownership of support cases opened by customers and working towards a resolution;researching, diagnosing, troubleshooting and identifying solutions to resolve technical issues;handling tickets and calls escalated by 1st level support;sharing technical information on the product with other teams involved;acquiring the necessary information for escalating complex situations to superior levels (development team/ testing team/malware lab);assimilating, implementing and improving work procedures; providing prompt and accurate feedback to customers;building and maintaining a relationship with customers.

provide technical support for Bitdefender end-user products via email and remote sessions, on Microsoft OS, MAC and Android;perform preliminary technical assessment of customer’s environment;approach and solve requests arrived via the dedicated support channels;share technical information about the products with the other teams involved;acquire complete information in order to escalate complex issues to the upper tiers;build, assimilate, implement and improve working procedures.