Customer Support Specialist, German, English – Antivirus Software

Sutherland

Customer Support Specialist providing technical assistance for antivirus software to German-speaking users and ensuring user satisfaction through effective support and problem resolution.

Posted 6/9/2026full-timeRemote • 🇧🇬 BulgariaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingantivirus softwarecybersecurity knowledgesubscription managementcustomer inquiriesaccount maintenanceclear instructionscustomer satisfactiondocumenting interactions

Soft Skills

verbal communicationcustomer-friendly attitudeprofessionalismempathyorganizational skillsattention to detailcollaborationproblem-solvingremote workcustomer support experience