Bilingual Customer Support Specialist

Summary

Join Sutherland Bulgaria as an Antivirus Support Specialist and deliver exceptional customer support for antivirus software. You will manage inquiries about accounts, subscriptions, and technical issues via phone and remote sessions. Efficiently resolve customer issues related to software purchases, renewals, account management, and refunds. Guide customers through installation, reinstallation, and troubleshooting of antivirus programs. This role requires excellent verbal and written skills in German (B2H/C1 Level) and English (B2 Level), along with intermediate technical PC knowledge. Sutherland offers a comprehensive benefits package including employee assistance programs, discounts, referral programs, relocation packages, parking, multisport cards, training opportunities, wellness events, and gifts for life events.

Requirements

• Excellent verbal & written skills in German (B2H/C1 Level)
• Good verbal & written skills in English (B2 Level)
• Intermediate technical PC knowledge and ability to multitask
• Communication skills and ability to maintain a good relationship with customers, assisting them in finding the best solution
• Positive attitude and great interpersonal skills, with a “can do” attitude
• Ability to present complex information in a simple and understandable way

Responsibilities

• Deliver superior customer support for antivirus software, managing inquiries about accounts, subscriptions, and technical issues through phone and remote sessions
• Efficiently resolve customer issues related to software purchases, renewals, account management, and refunds, ensuring a smooth experience
• Guide customers through the installation, reinstallation, and troubleshooting of antivirus programs, ensuring maximum security and functionality

Preferred Qualifications

Previous experience in Customer Service is an advantage

Benefits

• Efficient digital onboarding and employee services through eSignature
• Employee assistance program with 24/7 access to psychological support
• Exclusive discounts via our employee discounts portal
• Lucrative employee referral program
• Vibrant rewards and recognition program
• Relocation package for those moving to join us
• Parking available as per company policy
• Multisport card for health and fitness benefits
• Continuous learning with access to in-house training and certification opportunities
• Frequent employee wellness and engagement events
• Gifts for significant life events like births or adoptions
• Participation in CSR activities and team building
• Exposure to global business practices and industry expertise