German Language Associate

We are hiring German-speaking Support Associates based in India to support client users in healthcare domain (doctors, nursing staff, emergency services staff, etc) in Germany and act as the first point of contact for documented, standard IT issues as well as handle escalated, undocumented, and infrastructure-level issues in co-ordination with field support engineers (3rd level support) in Germany.

The role requires some understanding about the ITSM and client systems landscape, structured problem-solving, and the ability to explain technical findings clearly to non-technical (medical) staff and to 1st Level Support colleagues. This role is based in India and requires fluent German, as all client communication and ticket documentation is in German.

Key Responsibilities:

• Receive and process support requests via phone/email/chat - predominantly via phone
• Diagnose and resolve documented, standard cases using the knowledge base
• Provide remote support to client as needed (e.g. via TeamViewer)
• Diagnose and resolve network, hardware, and infrastructure issues, including VPN connectivity (e.g. the insurance card reader VPN)
• Troubleshoot connectivity between client machines and the telematics infrastructure
• Administer and support client software/hardware
• Plan and support software rollouts; monitor and coordinate required software updates
• Create and Maintain accurate ticket documentation in Jira/Halo in German
• Escalate undocumented or unresolved cases to 2nd Level Support with clear documentation
• Take over escalated tickets from 1st Level Support that are not covered by documented procedures
• Document resolutions and, where suitable, turn recurring undocumented cases into new 1st Level knowledge-base entries
• Support software rollouts and monitor required software updates (where assigned)
• Escalate to 3rd Level where required
• Maintain SLA and TAT
• Should be comfortable working in rotational shifts

Skills:

• Fluent German (B2/C1), spoken and written this is the primary client language. Professional certification (e.g. from Goethe Institute, University course, etc) preferred.
• Strong communication skills; a calm, clear, structured phone manner
• Service orientation and patience when working with non-IT, medical professional users
• Working proficiency in English for internal team communication
• Tech-savvy and comfortable with Windows client environments
• Hands-on experience and familiarity with ticketing tools like JIRA, Halo, ServiceNow
• Practical experience with common peripherals (e.g printers)
• Comfortable using remote-access tools (e.g. TeamViewer)
• Ability to follow and apply documented procedures precisely
• Accurate ticket documentation (Jira / Halo) in German
• Correct application of escalation criteria to 2nd Level Support
• Structured root-cause analysis of undocumented / complex issues
• Prior helpdesk / customer service experience
• ITIL Foundation certification, or another recognized IT support / service-desk qualification
• IT Systems integration qualification would be an advantage
• High sense of professionalism
• Should be aware about cultural sensitivities
• Sense of ownership of task and follow up until closure
• Strong problem solving & analytical skills and good situational awareness
• Committed team player
• Zeal and enthusiasm for learning and exploring new avenues
• Ability to work in rotational shifts to support 24x7 operations