German Tech Support Bilingual | 100% Work Onsite

A German Bilingual Technical Support Representative (TSR) delivers technical assistance and customer service in both German and English via phone, chat, email, or ticketing systems.

Key Responsibilities

• Technical Troubleshooting: Diagnose and resolve hardware, software, network, or account issues for German- and English-speaking customers.
• Customer Interaction: Handle inbound/outbound calls, live chats, and ticketing queues with clarity, active listening, and technical expertise.
• System Documentation: Accurately document customer issues, troubleshooting steps, and final resolutions in CRM tools (e.g., Salesforce, Zendesk).
• Escalation & Follow-up: Escalate complex technical incidents to Tier 2/3 support while providing updates to end-users until resolution.
• Process Compliance: Follow standard operating procedures (SOPs), privacy protocols (GDPR), and meet key performance indicators (KPIs) such as First Contact Resolution (FCR) and Customer Satisfaction (CSAT).

Primary Requirements

• Work Experience: Minimum of 1 year of professional experience in technical support, IT helpdesk, or customer service (preferably within a BPO/Call Center environment).

• Language Proficiency:

  • Fluent in German (at least B2, C1, or C2 level) in speaking, reading, and writing.
  • Professional working proficiency in English.

• Education: Senior High School graduate or Bachelor’s degree holder in Information Technology, Computer Science, Communications, or any related field.

Perks

• Night Differential , Holiday Pay, Incentives, Spiff
• HMO Benefits
• Service Incentive Leave