German Speaking Technical Customer Support Specialist

German Speaking Technical Customer Support Specialist

Job Overview

We are seeking a technical and customer-oriented German Speaking Technical Customer Support Specialist to support an exciting payments and POS solutions project. In this role, you will provide specialized technical support for merchants and business partners, assisting them with payment terminals, ATMs, and related digital financial services. This position ensures smooth onboarding and prompt technical troubleshooting while maintaining high-quality professional relationships in a dynamic, international environment.

Location & Work Mode

• Country: Bulgaria
• Work Mode: Work From Home (Full-time remote position based anywhere within Bulgaria).

Your Role & Responsibilities

• Handle incoming calls, emails, and tickets from merchants and partners, prioritizing workflows to consistently meet project SLAs.
• Provide telephone and written technical support for card payment terminals and ATMs, guiding merchants through hardware and software setups.
• Support merchant installation requests, terminal exchanges, scheduling activations, creating RMAs, issuing return labels, and coordinating logistics.
• Diagnose and resolve technical and commercial inquiries by performing root-cause checks (connectivity issues, error codes, device faults) and escalating complex cases with detailed diagnostics.
• Assist merchants with online portal registrations, master data updates, account access, and related back-office tasks (invoice, billing, and onboarding/deboarding queries).
• Accurately document all customer transactions, incident details, and case notes in the ticketing system to ensure clear audit trails.

Your Qualifications

• Language Proficiency: Fluent German (C1-C2) both written and spoken, with a basic operational command of English (B1).
• Technical Aptitude: A strong interest in technical environments with the ability to perform basic hardware/software diagnostics and root-cause troubleshooting.
• Core Competencies: Exceptional customer service orientation (calm, patient, and solution-focused) with detail-oriented organizational and documentation skills.
• Experience: Previous customer support experience is preferred, ideally within fintech, payments, POS/terminal, or general hardware support. Experience with ticketing systems and basic Excel skills is a distinct plus.
• Assets: Additional European language skills are considered an advantage.

Shifts & Working Hours

• Operational Window: Rotational schedule operating Monday to Sunday.
• Shift Hours: * Monday to Saturday: 09:00 – 21:00
  • Sunday: 09:00 – 17:30

Salary, Bonuses & Benefits

• Base Salary: €1,500 to €1,700 Gross per month 
• Additional Allowances: Food allowance (Meal Allowance) and comprehensive health and life insurance coverage.
• Training: Full structured onboarding and fully covered professional training.
• Career Growth: Opportunities to develop technical skill sets and advance your career in a rapidly growing tech industry.