Role overview

Qualifications

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

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

Key facts

Remote from: Bulgaria
Full time
Technical Support Specialist
English, German

Hard skills

Payment Processing Payment Schedule RemedyForce (Ticket Management Software) Customer Marketing

Other skills

Customer Service
Microsoft Excel
Communication
Solutions Focused
Calmness Under Pressure

About the company

SUTHERLAND GLOBAL COLLECTION SERVICES LLC

Outsourcing & Offshoring

SUTHERLAND GLOBAL COLLECTION SERVICES LLC is a financial services company based out of 295 MADISON AVE, New York, New York, United States. Human experiences are as singular and unique as a fingerprint. They're also living things-dynamic and in-the-moment. Today's brands compete on experience every day. It's our job to help them win. At Sutherland, we create exceptionally engineered brand experiences that are a perfect match for the real people (and real moments) they're made for. We do that by combining human-centered design with the scale & accuracy of real-time analytics, AI, cognitive technology and automation.

Company details

Company typeSME

IndustryOutsourcing & Offshoring

Company size51 - 200

Links

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Job description

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.