[Hiring] Customer Support Specialist @Sutherland

Role 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.

• 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.

Benefits

• You will receive a permanent employment contract from your very first day.
• Attractive compensation package, including a monthly performance-based bonus.
• Food vouchers.
• Extra health and life insurance coverage.
• A Multisport card partially funded by the company.
• Access to various employee discounts.
• 21 days of paid annual leave.
• Opportunities for internal career advancement.
• Access to digital learning platforms and digital HR services.
• Well-structured onboarding process to ensure a smooth start.
• Special gift in the event of childbirth or adoption.
• Regular employee engagement events, both in-person and virtual.
• Referral program with bonus incentives.
• Various recognition and rewards initiatives.