Company Description

We are a leading provider of antivirus software solutions, committed to ensuring our customers' digital security and peace of mind. We provide comprehensive, user-friendly products designed to protect our customers from the latest cybersecurity threats. Our mission is to deliver exceptional customer service while offering cutting-edge technology to safeguard online experiences.

Job Description

We are looking for a skilled and dedicated Customer Support Specialist to join our Antivirus Software Customer Support Project. This remote, voice-only position focuses on providing technical support, guidance, and assistance to our German-speaking customers, with English proficiency (Level B2 or higher) required for internal communication and support.

As a key member of our team, you will provide technical service and support to our users, assisting with issues related to app functionality, subscriptions, account maintenance, cancellations, and refunds. You will guide customers through troubleshooting steps and ensure they get the most out of their antivirus software.

Key Responsibilities:

Provide technical support and troubleshooting for antivirus software-related issues.

Assist customers with app issues, ensuring they can use all available features.

Offer guidance on how to use antivirus features effectively for optimal protection.

Address customer inquiries, concerns, and account maintenance requests.

Help with subscription management, including cancellations and refunds.

Provide clear, step-by-step instructions to resolve technical issues and answer customer questions.

Ensure customer satisfaction by delivering fast, accurate, and effective solutions.

Document and track customer interactions in a clear and organized manner.

Collaborate with the team to improve the customer support experience.

Qualifications

Native or fluent German speaker with a strong command of English (Level B2 or higher).

Previous experience in customer support or technical service.

Excellent verbal communication skills with a customer-friendly attitude.

Ability to troubleshoot technical issues over the phone in a clear and effective manner.

Strong understanding of antivirus software and general cybersecurity knowledge is a plus.

Comfortable working remotely and handling voice-based customer support.

Ability to handle sensitive issues like cancellations and refunds with professionalism and empathy.

Solid organizational skills and attention to detail.

Additional Information

Compensation and Benefits:

You will receive a permanent employment contract from your very first day. We offer an attractive compensation package, including a monthly performance-based bonus. Additional benefits include food vouchers, extra health and life insurance coverage, a Multisport card partially funded by the company, and access to various employee discounts.

Work-Life Balance and Development:

You will benefit from 21 days of paid annual leave and have opportunities for internal career advancement. Employees also receive access to digital learning platforms, digital HR services, and a well-structured onboarding process to ensure a smooth start.

Additional Perks:

We offer a special gift in the event of childbirth or adoption. Our culture includes regular employee engagement events, both in-person and virtual. You can also take part in our referral program with bonus incentives and enjoy various recognition and rewards initiatives.

Customer Support Specialist with German & English (Remote | Antivirus Software) at Sutherland