Level 2 Technical Support (German) – Remote (Medical App Project)

Deadline: April 22, 2026

Start: May 2026 (1st–2nd week)

Contract: Freelance | Remote: 100%

Languages: German (C2/native) + English

About the Role

TalentWorldGroup is hiring German-speaking L2 Technical Support Specialists for a medical app project.

This is a hybrid L1 + L2 role:

• Handle user support (calls & tickets)
• Investigate and resolve technical issues

You'll act as a bridge between users and engineering teams.

Responsibilities

L1 – Customer Support

• Inbound calls (users/patients)
• Onboarding, navigation, basic troubleshooting
• Real-time support & clear communication
• Case documentation in Zendesk

L2 – Technical Support

• Investigate escalations & replicate issues
• Analyze logs/API behavior
• Identify root cause
• Escalate to L3 with clear documentation
• Follow up & identify recurring issues

Profile

• Native German + strong English
• 1–3 years in technical/customer support (L2 preferred)
• Strong troubleshooting & analytical skills
• Basic APIs/logs/backend understanding
• Experience with admin tools & inbound calls
• Clear communicator with customer focus

Tools: Zendesk (mandatory), Five9/CRM (plus)

Schedule

• 08:00–17:00 (CEST)
• 8h/day (split between 2 talents)
• Flexibility required

Compensation & Training

• €15/hour (production + training)
• Training duration: ~2–2.5 weeks (May 2026)

Technical Requirements

• Stable wired internet
• 8GB RAM, 1.8GHz CPU, 10GB free storage
• 1920x1080 screen preferred
• Wired USB headset
• Windows 11+ or macOS 14+

Why Join TalentWorldGroup

• Fully remote, flexible setup
• Freelance cooperation agreement
• Stable, long-term collaboration
• Paid training
• Growth into English projects or broader CSR roles
• Supportive international team