Technical Customer Support Specialist – Payments & POS (German & English) | Remote Work

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: Technical Support
Employment type: Full Time,
Job posted: 22 May 2026
Apply before: 22 Jun 2026
Experience level: Entry-Level
Junior
Views / Applies: 41 / 12

Unlocking Possibilities, Transformative Outcomes, and Enduring Relationships

Outsourcing/Offshoring
1986

AI Summary

This role is for a Technical Customer Support Specialist focusing on Payments & POS systems, supporting German and English-speaking clients. The position involves handling calls, emails, and tickets related to card terminals, POS systems, and payment processes. Candidates need C1 German and B1 English, plus previous customer service or technical support experience. The job is remote and offers an attractive salary package, bonuses, and benefits. It is ideal for those interested in technical support within the payments industry.

Job Complexity

Easy Hard

AI Insight The role requires bilingual proficiency (German C1, English B1) and technical knowledge of payment systems, which adds moderate complexity. However, it is entry-to-mid-level support, so difficulty is not extreme.

Salary Analysis

AI Insight The offered salary is not specified, but for a bilingual technical support role in the US market, the median is around $45,000. This is competitive for entry-level positions with language requirements.

Key Skills

Customer Support Technical Support POS Systems Payments German Language English Language Ticketing Systems Troubleshooting Remote Work SLA Management

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my strong interest in the Technical Customer Support Specialist position. With my fluency in German (C1) and English (B1) and my background in customer service and technical support, I am confident in my ability to assist merchants with POS and payment inquiries effectively.

I have experience handling calls, emails, and ticketing systems, and I am comfortable troubleshooting technical issues. My structured approach and customer-oriented mindset ensure high satisfaction and timely resolutions.

I am particularly drawn to this role because of the opportunity to work remotely and develop my skills in the payments industry. I am eager to contribute to Sutherland's team and grow professionally.

Thank you for considering my application. I look forward to discussing how I can add value to your organization.

Sincerely,
[Your Name]

Possible Interview Questions

Can you describe your experience with POS systems or payment terminals?

I have worked with Verifone and Ingenico terminals, assisting merchants with setup, troubleshooting error codes, and connectivity issues. I also handled software updates and replacements.

How do you handle a difficult customer who is frustrated with a technical issue?

I remain calm and empathetic, listen actively to understand the issue, and reassure the customer that I will help. I then systematically troubleshoot, keeping the customer informed, and escalate if needed.

What steps do you take to ensure accurate documentation in a ticketing system?

I log all details immediately after the interaction, including the issue description, steps taken, resolution, and any follow-up actions. I use clear and concise language to ensure easy understanding.

How do you prioritize tasks when handling multiple tickets simultaneously?

I assess urgency and impact based on SLAs. Critical issues like payment outages get top priority, while standard inquiries are handled in order. I also use the ticketing system's prioritization features.

Why are you interested in this role and what makes you a good fit?

I am passionate about technology and customer service. My language skills and experience in technical support make me well-suited. I am eager to develop my expertise in payments and contribute to Sutherland's success.

Unternehmensbeschreibung

About Sutherland
Sutherland is a global leader in digital transformation and customer experience services. We support international brands in delivering outstanding customer experiences through innovative solutions and professional support.

Stellenbeschreibung

About the Position
As a Customer Service Agent – Payments & POS Solutions, you will be the first point of contact for merchants and partners. You will handle inquiries related to card payment terminals, POS systems, and payment processes while ensuring professional assistance and high customer satisfaction.

Your Responsibilities

Handle calls, emails, and tickets in line with SLA requirements
Provide phone and written support for card terminals and ATMs
Assist with installations, terminal replacements, and activations
Analyze and resolve technical and commercial inquiries, including troubleshooting, error codes, and connectivity issues
Escalate complex cases and maintain accurate documentation in the ticketing system
Support portal access requests and selected back-office activities

Qualifikationen

Your Profile

Very good German skills (C1) and English at B1 level
Previous experience in customer service or technical support is required
Interest in technical topics and a structured way of working
Customer-oriented, solution-driven, and able to work under pressure
Confident using phone, email, and ticketing systems

Zusätzliche Informationen

Nice to Have

Experience in payments, POS, or financial services environments
Basic knowledge of Excel and ticketing systems

What We Offer

Attractive salary package with bonus system, food vouchers
Permanent employment contract and 21 days paid vacation
Additional health and life insurance
Food vouchers
Paid training and clear career development opportunities
Modern work environment, team events, and recognition programs
We look forward to receiving your application and will be happy to get in touch with you.

All your information will be kept confidential according to EEO guidelines.

Apply now >