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 DescriptionYour 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.
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.
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!
Skills Required
- Fluent German at C1 level
- English proficiency at B1 level or higher
- Previous experience in customer service or technical support
- Strong interest in technology and troubleshooting
- Excellent communication and problem-solving skills
- Customer-focused mindset and ability to work in a fast-paced environment
- Comfort using phone, email, and ticketing systems
- Experience in payments, POS, banking, or financial services
- Basic knowledge of Microsoft Excel and ticketing platforms
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
