ENVIRONMENT:
A Germany-headquartered company, driven by innovation and growth, is seeking German speaking Technical Support Agent who will be the primary point of contact for customers facing technical issues, with a strong focus on supporting our German-speaking client base. You will provide efficient troubleshooting, clear communication, and high-quality service to ensure customer satisfaction. You will work closely with internal technical and product teams to resolve issues, improve processes, and contribute to an overall excellent customer experience.
DUTIES:
- Provide 1st and 2nd line technical support via email, chat, and phone (primarily in German).
- Diagnose, troubleshoot, and resolve technical issues efficiently.
- Guide customers step-by-step through solutions in a clear and structured manner.
- Document all interactions and maintain accurate ticket updates.
- Escalate complex or unresolved issues to product or development teams.
- Support customers with product usage, configuration, and integrations (APIs, plugins).
- Identify recurring issues and proactively suggest improvements.
REQUIREMENTS:
- Fluent German (C1/C2 level) – mandatory (written and spoken).
- Strong English communication skills.
- Proven experience in technical support / software support environment.
- Solid technical understanding (APIs, integrations, plugins, basic SQL is a plus).
- Strong problem-solving and analytical skills.
- Customer-oriented mindset with patience and empathy.
- Ability to work independently and manage priorities effectively.
Nice to Have
- Experience with SaaS platforms.
- Familiarity with microservices / web technologies.
- Experience supporting European (German) customers.
ATTRIBUTES:
- Proactive and solution-driven.
- Structured and detail-oriented.
- Comfortable working in a fast-paced, international environment.
- Strong ownership mindset.
Desired Skills:
- Communication
- German
- Technical Support
About The Employer:
A Germany-headquartered company, driven by innovation and growth.