About The Position
Sutherland is seeking an SME/Trainer with expertise in Banking and Financial Services, specifically focusing on POS (Point-of-Sale) devices, payments processing, and related support. This role involves creating and delivering training, providing operational support, managing escalations, and contributing to knowledge management and process improvement. The ideal candidate will have a strong understanding of POS systems, payment flows, and troubleshooting, along with excellent communication and coaching skills in both German and English.
Requirements
- Bachelor’s degree in any field (Major in Education or Communication preferred).
- At least 2-3 years of work experience as a Trainer.
- Proficiency in German and English B2/C1 - must.
- Excellent working knowledge on Microsoft Office applications (Excel, Powerpoint, Word and Outlook).
- Strong English verbal and written communication skills.
- Strategic in developing solutions and process improvements.
- Willingness and ability to work in a shifting or graveyard schedule.
- Deep knowledge of POS (Point-of-Sale) devices, payments processing, troubleshooting workflows, merchant account support, terminal configuration, and basic KYC/verification processes.
- 1–2 years in a Call Center / BPO customer support role, preferably in payments, POS support, fintech, or merchant operations.
- Prior experience managing omni-channel support with a strong focus on Chat and Email.
- Strong understanding of POS devices and payment transaction flows.
- Strong understanding of basic KYC and merchant account setup.
- Strong understanding of troubleshooting hardware and connectivity issues.
- Strong understanding of refund/settlement workflows and dispute basics.
- Ability to coach, mentor, and support frontline agents.
- Strong analytical and problem-solving mindset.
- Familiarity with CRM platforms (Zendesk, Salesforce, Freshdesk) and QA/WFM tools.
- Proactive, approachable, and team-oriented.
- High attention to detail and commitment to quality.
- Able to thrive in a fast-paced support environment.
- Customer-focused with a strong sense of ownership.
Nice To Haves
- Major in Education or Communication preferred for Bachelor's degree.
Responsibilities
- Create, facilitate, and revise training materials and documents.
- Fill out accurate reports.
- Establish and maintain communication with clients and/or team members.
- Facilitate new hire training and nesting.
- Facilitate floor-training and BQM Training.
- Supervise and coach learners in nesting & BQM environments.
- Facilitate product, behavioral, or tool change learning experiences.
- Oversee new hire progression and enhancement training.
- Coach and give feedback to trainees.
- Serve as the point of escalation for frontline agents across Chat, Email, and Voice support channels.
- Handle complex, high-priority, or technical POS support cases.
- Ensure timely resolution of escalations.
- Provide floor support, live monitoring, and live assist for agents.
- Identify POS outages, payment gateway downtime, connectivity failures, or software issues and raise immediate alerts.
- Conduct new hire training on POS device handling & troubleshooting, payment flow processes, common merchant issues & resolution flows, and customer handling and communication.
- Deliver refresher training, upskill workshops, and process/policy update sessions.
- Prepare and maintain training documents, SOPs, assessments, troubleshooting guides, and certification modules.
- Evaluate agents through assessments, simulations, and POS troubleshooting practical tests.
- Assist with creating, updating, and maintaining knowledge base articles, troubleshooting flowcharts, SOPs and process documentation, and quick-reference guides and device manuals.
- Conduct coaching sessions to improve agent accuracy, troubleshooting capability, and communication skills.
- Partner with the Team Manager and QA team to conduct QA calibrations, perform agent shadowing, provide structured feedback sessions, and identify skill gaps.
- Monitor key operational metrics such as FCR, AHT, Error rates & repeat failures, and POS failure patterns, transaction drop ratio.
- Recommend corrective actions and support continuous improvement initiatives.
Benefits
- Company employee handbook
- Labor health and safety rules
- Data security, privacy, and compliance guidelines
- Internal policies, SOPs, and operational procedures
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
