Tech Support Advisor – Antivirus Specialist (Remote)

About the Role

Join Sutherland as a Tech Support Advisor specializing in antivirus solutions. This remote position offers a unique opportunity to provide exceptional customer service while working with cutting-edge technology in the cybersecurity industry. As a Tech Support Advisor, you will assist customers in resolving their antivirus-related issues, ensuring they have a seamless experience with their software.

What You'll Do

• 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.
• Maintain effective communication with customers, assisting them in finding the best solutions to their technical problems.
• Collaborate with team members to enhance the overall customer experience and improve service quality.

Requirements

• Excellent verbal and written skills in French (B2H/C1 Level) and good verbal and written skills in English (B2 Level).
• Previous experience in customer service is an advantage.
• Intermediate technical PC knowledge and ability to multitask.
• Strong communication skills and ability to maintain good relationships with customers.
• A positive attitude and great interpersonal skills, with a “can do” mindset.
• Ability to present complex information in a simple and understandable way.

Nice to Have

• Experience in the cybersecurity or antivirus industry.
• Familiarity with various antivirus software solutions.
• Technical certifications related to IT support.

What We Offer

• Fixed working hours from 10:00 to 19:00, Monday to Friday, with no weekend shifts.
• Flexible work-from-home options.
• World-class online initial training to get you started.
• Stable job with a long-term contract.
• Comprehensive health and life insurance.
• 21 days of paid annual leave.
• Food vouchers.
• Defined career paths with a focus on technical growth.