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German-Speaking Customer Support Specialist

21 / 29

31

Hybrid / Remote

15/07/2026

Company Description

Mercatus Outsourcing is an international BPO & ITO service and solution provider based in Sofia. We specialize in providing multilingual customer and technical support, data entry, IT support, B2B lead generation, revenue growth, IT staffing, and software outsourcing services. As an end-to-end B2B sales & marketing agency, our aim is to connect leading brands with their potential customers worldwide.

Are you a confident German speaker with an interest in technology and customer service? Mercatus Outsourcing is hiring a Customer Support Specialist to support customers from the German-speaking market as part of an international client project.

Your day-to-day work will involve answering product questions, resolving technical difficulties, supporting warranty and return cases, and guiding customers through product setup. You will communicate across phone, email, and live chat, ensuring that every customer receives clear and reliable assistance.

The role

  • Be the first point of contact for customers using phone, email, and live chat.
  • Understand each customer’s situation and provide relevant product information or recommendations.
  • Support customers during product installation, configuration, and use.
  • Diagnose common technical problems and guide users through the necessary troubleshooting steps.
  • Coordinate warranty claims, returns, replacements, and RMA requests.
  • Follow each case from the initial inquiry through to its resolution.
  • Maintain clear and accurate case notes in the customer support platform.
  • Involve specialized internal teams when an issue requires further technical assistance.
  • Balance several active cases while observing response-time and quality requirements.
  • Expand your expertise through product training and certification opportunities.

What will help you succeed

  • German at C1/C2 level and English at B2 level or above.
  • Clear and professional communication in both written and spoken form.
  • A calm, patient, and helpful approach to customer conversations.
  • Logical thinking and confidence when investigating problems.
  • The ability to translate technical details into straightforward instructions.
  • Strong organization and prioritization skills.
  • Confidence working with Microsoft Office, CRM systems, and support platforms such as Zendesk.
  • Previous experience in customer service, technical assistance, or a client-facing environment is welcome.
  • Familiarity with returns, warranties, RMA cases, or after-sales processes is an advantage.
  • Curiosity about consumer technology, storage solutions, or computer hardware will be considered a plus.

Benefits of working with us

  • Competitive remuneration.
  • The option to combine office and remote work.
  • Food vouchers and health insurance.
  • Multisport card.
  • Structured onboarding and continuous product training.
  • Opportunities to strengthen your technical and customer service expertise.
  • Exposure to international teams, customers, and business environments.
  • Long-term development opportunities within a growing organization.

Interested in joining us?

Send us your CV and tell us more about your experience. Applicants whose profiles match the position will be invited to continue with the interview process.

Apply for this position