German-Speaking POS & Technical Support Specialist (Remote)

About the role

Sutherland is looking for a German-speaking Technical Support Specialist for payments and POS solutions, working fully remotely. You will be the first point of contact for merchants and business partners, providing professional technical support for payment terminals, POS systems and payment-related services. The position is based in Sofia and follows a five-day work week with rotating shifts between 09:00 and 21:00.

Key responsibilities

• Provide professional support by 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 and handle portal access requests and selected back-office activities.

Required profile

• 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, with a customer-focused mindset in a fast-paced environment.
• Nice to have: experience in payments, POS, banking or financial services, and basic knowledge of Microsoft Excel and ticketing platforms.

What we offer

• Permanent employment contract with a competitive salary and performance-based bonus.
• Fully remote work with rotating shifts and a five-day week.
• Food vouchers, additional health and life insurance, and 21 days of paid annual leave.
• Fully paid onboarding and professional training, career growth opportunities and employee recognition programs.