Technical Support Consultant (German)

TL;DR

Technical Support Consultant (German): Providing technical support via calls, chats, and emails for SaaS, software, and hardware brands with an accent on troubleshooting complex product issues and customer satisfaction. Focus on resolving support inquiries, managing subscription-related issues, and collaborating with L2 teams for escalation.

Location: Remote, but must be based in Poland, Czechia, Slovakia, or Belgium

Company

Global Intelligent Support-as-a-Service leader collaborating with top-tier tech companies since 2010.

What you will do

• Provide technical support across calls, chats, and emails to resolve a variety of product inquiries.
• Troubleshoot common issues using the knowledge base and gather technical data for complex cases.
• Guide customers through "how-to" processes and resolve subscription-related issues.
• Maintain deep working knowledge of client products and services to ensure high satisfaction.
• Escalate complex, repetitive, or merchant-related issues to the L2 technical team.
• Ensure secure handling of sensitive customer information.

Requirements

• English and German: C1 level (spoken and written) required
• Minimum 1 year of experience in Customer Support.
• Tech-savvy mindset with the ability to quickly learn and navigate new platforms and tools.
• Must be based in Poland, Czechia, Slovakia, or Belgium
• Personal computer with at least 8GB RAM and stable internet connection (50 Mbps download / 40 Mbps upload).

Nice to have

• Previous experience specifically within Technical Support.

Culture & Benefits

• Full remote work arrangement.
• Working schedule: Monday to Friday, 9 AM – 5 PM CET.
• Compensation paid in USD.
• Inclusive international environment and a culture built on trust without time-tracking.
• Support for self-development and a dedicated internal health policy.
• Referral rewards for recommending successful candidates.