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 DescriptionWe 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.
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.
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.
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
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We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
