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

• 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 4hour 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 backoffice tasks such as invoice and payment queries onboarding/deboarding requests and master data updates when required. 

Qualifications :

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

Additional Information :

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

Remote Work :

Yes

Employment Type :

Full-time