Customer Support Specialist with German & English (Remote | Antivirus Software)

Remote from: Bulgaria
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 9 Jun 2026
Apply before: 9 Jul 2026
Views / Applies: 18 / 7

About company

About Sutherland

Unlocking Possibilities, Transformative Outcomes, and Enduring Relationships

Outsourcing/Offshoring
1986

Actively Hiring

AI Summary

This role is for a Customer Support Specialist providing technical support to German-speaking customers for an antivirus software company. Responsibilities include troubleshooting app issues, managing subscriptions, cancellations, and refunds via voice-only support. The position requires native German and English B2+, prior customer support experience, and strong communication skills. The role is fully remote and offers a permanent contract with performance bonuses, health benefits, and career development opportunities. It is suited for individuals who are empathetic, detail-oriented, and comfortable with technical problem-solving.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires technical troubleshooting and language skills, but the tasks are procedural and supported by training, making it moderately challenging.

Salary Analysis

AI Insight No salary was provided in the listing; based on market data for a remote Customer Support Specialist with German language skills, a competitive median salary is estimated at $45,000. The offered compensation package includes bonuses and benefits, which may offset a lower base salary.

Key Skills

Customer Support Technical Support German Language Antivirus Software Remote Work Troubleshooting Account Management Communication Skills Empathy Cybersecurity

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my strong interest in the Customer Support Specialist with German & English position. With native German fluency, advanced English skills, and over two years of experience in technical support, I am confident in my ability to provide exceptional service to your customers.

I have a solid understanding of antivirus software and cybersecurity principles, which I have developed through hands-on troubleshooting and continuous learning. My previous role involved handling subscription-related requests and resolving technical issues over the phone, ensuring high customer satisfaction.

I am comfortable working remotely and thrive in voice-based support environments. I pride myself on my patience and empathy when addressing customer concerns, especially sensitive matters like cancellations and refunds.

I am excited about the opportunity to contribute to your team and help maintain your reputation for outstanding customer care. Thank you for considering my application.

Sincerely,
[Your Name]

Possible Interview Questions

Can you describe your experience with troubleshooting technical issues over the phone?

In my previous role, I handled a high volume of calls related to software installation, configuration, and error resolution. I would ask targeted questions to diagnose the issue, guide customers step-by-step, and ensure they felt supported throughout the process.

How do you handle a customer who is frustrated about a subscription cancellation or refund?

I remain calm and empathetic, acknowledging their frustration. I listen carefully to their concerns, explain the policy clearly, and offer available solutions. My goal is to resolve the issue while maintaining a positive relationship with the customer.

What do you know about cybersecurity threats, and how would you explain them to a non-technical user?

I understand common threats like malware, phishing, and ransomware. To explain to a non-technical user, I use simple analogies, such as comparing a virus to a flu that infects a computer, and emphasize the importance of regular updates and safe browsing habits.

How do you prioritize tasks in a fast-paced, voice-only support environment?

I focus on resolving each customer's issue efficiently without rushing. If multiple calls are waiting, I prioritize based on urgency—for example, a security concern takes precedence over a billing question. I also use note-taking to track follow-ups.

Why do you want to work for our company specifically?

I admire your company's commitment to digital security and customer satisfaction. I am excited about the opportunity to combine my language skills and technical expertise to support German-speaking users, and I value your focus on employee development and well-being.

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.

Additional Information

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.

Apply now >