German-Speaking Customer Support Specialist (Hybrid)

Collins McNicholas Group; Longford; Hybrid; EUR 30,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

Flexible hours

Job summary

Collins McNicholas Group is hiring a Customer Service Agent based in Longford to support German-speaking markets within a fast-growing B2B SaaS company focused on cybersecurity and payments. The role involves guiding merchants through PCI compliance, responding via phone, email, and chat, and collaborating with technical teams.

Comprehensive training, career progression, and a hybrid work setup are offered.

Qualifications

• Fluent in German and proficient in English.
• Experience in customer-facing support, service, or operations roles.

Responsibilities

• Act as the primary contact for merchants seeking assistance with PCI compliance and platform usage.
• Respond to inbound merchant queries via phone, email, and chat in a professional and timely manner.
• Guide merchants through PCI compliance workflows, including SAQs, validation steps, and status updates.
• Explain compliance requirements, timelines, and platform notifications in clear, non-technical language.
• Assist merchants with basic ASV scan processes, including initiating scans and checking scan status.
• Support onboarding and basic usage of cybersecurity tools available through the platform.
• Document all interactions in the ticketing system and escalate issues when required.
• Collaborate with technical teams following escalation and handoff processes.
• Participate in quality assurance reviews and continuous improvement initiatives.

Skills

German language

English language

Customer support

Job description

Collins McNicholas Group is hiring a Customer Service Agent based in Longford to support German-speaking markets within a fast-growing B2B SaaS company focused on cybersecurity and payments. The role involves guiding merchants through PCI compliance, responding via phone, email, and chat, and collaborating with technical teams.

Comprehensive training, career progression, and a hybrid work setup are offered.