Customer Support Specialist, German, English – Antivirus Software

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Sutherland

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1986

🤝 B2B

🤖 Artificial Intelligence

☁️ SaaS

💰 $300M Secondary Market on 2014-10

B2B • Artificial Intelligence • SaaS

Sutherland is a global company specializing in digital transformation and business process outsourcing services. They leverage advanced technologies such as Artificial Intelligence, automation, and cloud engineering to drive digital performance and optimize critical business operations. Sutherland offers a variety of services including digital CX, enterprise technology solutions, and intelligent automation across multiple industries such as banking, healthcare, and telecommunications. Their focus is on delivering measurable outcomes, enhancing customer experiences, and enabling business agility through innovative digital solutions.

📋 Description

• 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.

🎯 Requirements

• 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 clearly and effectively. • 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. • 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. • 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.