Technical Customer Service Agent (German and English) – Payments & POS Solutions

Sutherland is a global leader in digital transformation and world-class customer service. We are the driving force behind today’s experiential giants – the companies best known for the transformative experiences they deliver, operating in a variety of industries, from technology & travel to telecommunications, banking, and more.

• Handle incoming calls, emails and tickets from merchants and partners; triage and prioritise work to meet SLAs. 
• Provide telephone and written support for card payment terminals and ATMs, including guidance during merchant interactions. 
• Support installation requests and terminal exchanges: schedule activations, create RMAs, issue return labels and coordinate logistics with vendors and couriers. 
• Diagnose and resolve technical and commercial inquiries; perform error analyses and basic troubleshooting (connectivity, error codes, device faults) and escalate complex issues with clear diagnostic detail. 
• Help merchants with portal registration and access. 
• Respond to all types of merchant inquiries via calls, emails and tickets; ensure flexibility to support peak periods and urgent requests. 
• Aim to resolve eligible issues within a 4‑hour target and proactively keep customers informed of progress and next steps. 
• Accurately document processed transactions, incident details and case notes in the ticketing system to maintain a clear audit trail. 
• Support related back‑office tasks such as invoice and payment queries, onboarding/deboarding requests and master data updates when required. 

• Fluent in German — spoken and written (required). 
• English on B1.
• Strong interest in technical contexts and an ability to perform root‑cause checks and basic diagnostics. 
• Exceptional customer service orientation: calm, patient and solution focused. 
• Comfortable working across phone, email and back‑office channels, and adaptable during peak times or shifting priorities. 
• Detail oriented with strong organisation and documentation habits. 

Nice to have 

• Experience with ticketing systems and basic Excel skills. 
• Previous customer support experience preferred, ideally in payments, POS/terminal or hardware support. 

Benefits:

• Attractive salary and long-term job security with a permanent contract
• Work from home
• 21 days of paid annual leave
• Additional health and life insurance
• Meal and gift vouchers
• Employee recognition programs
• Individual training for professional development
• Clear career prospects with internal promotion opportunities
• Modern and pleasant work environment with cozy relaxation areas