Remote German L2 Tech Support – Medical App

<ul><li>Handle user support (calls&tickets)</li></ul><strong>Level 2 Technical Support (German) – Remote (Medical App Project)<br><br></strong><strong>Deadline:</strong>April 22, 2026<br><br><strong>Start:</strong>May 2026 (1st–2nd week)<br><br><strong>Contract:</strong>Freelance | Remote: 100%<br><br><strong>Languages:</strong>German (C2/native) + English<br><br><strong>About The Role<br><br></strong><strong>TalentWorldGroup</strong>is hiring German-speaking L2 Technical Support Specialists for a medical app project.<br><br>This is a hybrid L1 + L2 role:<br><br><ul><li>Handle user support (calls&tickets)</li><li>Investigate and resolve technical issues<br><br></li></ul>You'll act as a bridge between users and engineering teams.<br><br><strong>Responsibilities<br><br></strong>L1 – Customer Support<br><br><ul><li>Inbound calls (users/patients)</li><li>Onboarding, navigation, basic troubleshooting</li><li>Real-time support&clear communication</li><li>Case documentation in Zendesk<br><br></li></ul>L2 – Technical Support<br><br><ul><li>Investigate escalations&replicate issues</li><li>Analyze logs/API behavior</li><li>Identify root cause</li><li>Escalate to L3 with clear documentation</li><li>Follow up&identify recurring issues<br><br></li></ul><strong>Profile<br><br></strong><ul><li>Native German + strong English</li><li>1–3 years in technical/customer support (L2 preferred)</li><li>Strong troubleshooting&analytical skills</li><li>Basic APIs/logs/backend understanding</li><li>Experience with admin tools&inbound calls</li><li>Clear communicator with customer focus<br><br></li></ul>Tools: Zendesk (mandatory), Five9/CRM (plus)<br><br><strong>Schedule<br><br></strong><ul><li>08:00–17:00 (CEST)</li><li>8h/day (split between 2 talents)</li><li>Flexibility required<br><br></li></ul><strong>Compensation&Training<br><br></strong><ul><li>€15/hour (production + training)</li><li>Training duration: ~2–2.5 weeks (May 2026)<br><br></li></ul><strong>Technical Requirements<br><br></strong><ul><li>Stable wired internet</li><li>8GB RAM, 1.8GHz CPU, 10GB free storage</li><li>1920x1080 screen preferred</li><li>Wired USB headset</li><li>Windows 11+ or macOS 14+<br><br></li></ul><strong>Why Join Talent World Group<br><br></strong><ul><li>Fully remote, flexible setup</li><li>Freelance cooperation agreement</li><li>Stable, long-term collaboration</li><li>Paid training</li><li>Growth into English projects or broader CSR roles</li><li>Supportive international team</li></ul>#J-18808-Ljbffr