Technical Customer Support Specialist (2nd Level) - German Speaking - Remote

Overview

Join our international team providing specialized 2nd level technical customer support for leading telecommunication services. This is a vital role where you will manage and resolve complex technical issues, ensuring high customer satisfaction and efficient service delivery.

In Short

• Handle and resolve advanced technical inquiries (2nd level support) via phone and email.
• Perform thorough analysis of technical malfunctions and ensure detailed documentation within the ticketing system.
• Collaborate closely with internal engineering and technical teams to escalate and track unresolved complex issues.
• Maintain exceptional customer service and professional communication, aiming for first-contact resolution whenever possible.
• Work within a combined Back-Office (BO) and Customer Support (CS) environment, managing workloads efficiently.
• Actively contribute to process improvements by identifying recurring issues and trends.
• Ensure compliance with all Service Level Agreements (SLAs) and quality metrics.
• Participate in mandatory initial training and ongoing professional development sessions.

Requirements

• Fluency in German (C2/Native level) is mandatory, both written and spoken.
• Strong communication skills in the working language.
• Proven experience in a technical customer service or helpdesk role.
• Excellent analytical and problem-solving abilities, capable of handling high-pressure situations.
• Ability to clearly articulate complex technical information to non-technical users.
• Proficiency with various ticketing and CRM systems is highly desirable.
• Adaptability and willingness to work within a flexible, rotating shift schedule.

Benefits

• Fully remote work opportunity.
• Year-round rotating shift model.
• Incentives including performance and ticket-based bonuses.