Customer Service Agent at Sutherland - Payments Support BG

Customer Service Agent at Sutherland - Payments Support BG — Little Rock

This position appears to be office-based in Bulgaria with no remote work options mentioned. The role requires phone support and real-time customer interaction, making it unsuitable for location-independent work.

For digital nomads seeking customer service roles, look for positions that explicitly mention:

• Remote-first or distributed teams
• Flexible timezone requirements rather than specific regional coverage
• Email/chat support rather than phone-heavy responsibilities

The German C1 requirement also limits this role to native speakers or those with advanced language skills, reducing nomad accessibility. Consider tech support roles at international SaaS companies that offer true remote flexibility instead.

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.

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

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

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
• Paid training and clear career development opportunities
• Modern work environment, team events, and recognition programs

All your information will be kept confidential according to EEO guidelines.

What language skills are required for this position? You need very good German skills at C1 level and English at B1 level. This suggests the role primarily serves German-speaking customers with some English communication requirements. Is this a remote work opportunity? No, this appears to be an office-based position in Bulgaria. The job description mentions no remote work options and requires phone support which typically needs office infrastructure.

What type of technical issues will I handle? You'll troubleshoot card payment terminals, POS systems, ATMs, handle error codes, connectivity issues, and assist with installations and terminal replacements. What career development opportunities are available? Sutherland offers paid training and clear career development opportunities, plus you'll gain valuable experience in the growing payments/fintech sector. What benefits does Sutherland provide? Benefits include bonus system, food vouchers, permanent contract, 21 days paid vacation, additional health and life insurance, and team events.

Helping travelers find remote work and build location-independent careers around the world.

Helping travelers find remote work and build location-independent careers around the world.