About this role.
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.
Role DNA
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Job Complexity
3/5Salary analysis
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Core skills
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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]
Sample interview questions
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.
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.
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.
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.
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.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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