German‑Speaking POS & Technical Support Specialist (Remote)

Remote technical support role for German-speaking merchants, covering payment terminals, POS systems, installations, and troubleshooting via phone, email, and ticketing. Requires fluent German and English plus prior customer service or technical support experience, with rotating shifts between 09:00 and 21:00.

• Provide 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 error codes
• Resolve customer inquiries while meeting SLA targets
• Escalate complex technical issues to appropriate teams
• Maintain accurate documentation in the ticketing system
• Handle portal access requests and selected back-office activities

• Fluent German (C1) and English (B1 or higher)
• Previous customer service or technical support experience
• Strong interest in technology and troubleshooting
• Excellent communication and problem-solving skills
• Customer-focused mindset
• Comfortable with phone, email, and ticketing systems
• Payments, POS, banking, or financial services experience is nice to have
• Basic Microsoft Excel and ticketing platform knowledge is nice to have

Sutherland works with global brands on AI, automation, cloud and customer experience operations. In Egypt it runs large contact centers in Cairo and Alexandria that hire English and multilingual customer service representatives, usually with transport, medical insurance and paid training. These roles are on-site.