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.
Work Model and Flexibility:
This is a 100% remote position within Bulgaria, with no commuting
and no need to attend an office. The role includes paid training
over five weeks (full working days), along with structured coaching
and onboarding sessions.
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.
