Technical Support Specialist

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. Qualifications - 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. Additional Information - 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!