Customer Support Specialist, German, English – Antivirus Software

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.

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.