Company Description:
Join Sutherland – A Global Leader in Customer Experience
At Sutherland, we combine technology, innovation, and human expertise to help some of the world's leading brands deliver exceptional customer experiences. If you're passionate about customer support, enjoy solving technical challenges, and are fluent in German, we'd love to hear from you.
Job Description:Your Role
- As a German-Speaking Technical Support Specialist – Payments & POS Solutions, you'll be the first point of contact for merchants and business partners, delivering professional technical support for payment terminals, POS systems, and payment-related services.
- You'll troubleshoot technical issues, assist with installations and activations, and ensure every customer receives fast, efficient, and high-quality support.
What You'll Do
- Provide professional support via phone, email, and ticketing systems.
- Assist customers with card payment terminals, POS devices, and ATMs.
- Support terminal installations, replacements, activations, and configurations.
- Troubleshoot technical issues, connectivity problems, and payment-related error codes.
- Resolve customer inquiries efficiently while meeting SLA targets.
- Escalate complex technical issues to the appropriate teams when necessary.
- Maintain accurate documentation in the ticketing system.
- Handle portal access requests and perform selected back-office activities.
What We're Looking For
- Fluent German (C1) and English (B1 or higher).
- Previous experience in customer service or technical support.
- Strong interest in technology and troubleshooting.
- Excellent communication and problem-solving skills.
- A customer-focused mindset with the ability to thrive in a fast-paced environment.
- Comfortable working with phone, email, and ticketing systems.
Nice to Have
- Experience in the payments, POS, banking, or financial services industry.
- Basic knowledge of Microsoft Excel and ticketing platforms.
Working Hours
- Fully remote position.
- Rotating shifts between 09:00 and 21:00.
- Five-day work week based on a scheduled roster.
What We Offer
- Competitive salary with a performance-based bonus.
- Permanent employment contract.
- Food vouchers. Additional health and life insurance.
- 21 days of paid annual leave.
- Fully paid onboarding and professional training.
- Clear career growth opportunities within an international company.
- A modern, supportive, and collaborative work environment.
- Employee recognition programs and team-building events.
Why Join Sutherland?
Become part of a global team that values innovation, collaboration, and continuous development. You'll receive comprehensive training, ongoing support, and the opportunity to build a long-term career in an international environment—all while working remotely.Apply today and become part of our growing team!
Fluent German (C1) and English (B1+); previous customer service or technical support experience; strong troubleshooting and communication skills; comfortable with phone, email, and ticketing systems.
Key Responsibilities
- providing technical support
- troubleshooting issues
- documenting interactions
Skills & Tools
Microsoft Excel
Job Details
- Category: Customer Service
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — Bulgaria
- Languages: German, English
Benefits
- Generous paid time off
About Sutherland
A global leader in customer experience combining technology, innovation, and human expertise. — Industry: Information Technology