
German Language Specialist
3 days ago
Role: Remote Desktop Support (RDS)
Language: Dual Language Support (English + German)
Role & responsibilities
- Provide L2 technical support via phone, email, or chat in both English and German.
- Troubleshoot hardware, software, network, and application-related issues.
- Log, categorize, and prioritize incidents in the ITSM tool (BMC Helix, ServiceNow).
- Perform initial diagnostics, provide solutions or escalate to the appropriate resolver group.
- Liaise with internal stakeholders and client teams to ensure timely ticket resolution and communication.
- Follow documented SOPs, knowledge articles, and escalation procedures.
- Ensure SLA adherence and high customer satisfaction (CSAT).
- Provide language support for German queues in collaboration with English-speaking teams.
Required Skills:
- Fluency in both English and German(written and spoken) B2+ or equivalent certification preferred.
- 3+ years of experience in IT Service Desk or RDS environment.
- Strong understanding of Windows OS, Office 365, basic networking, and remote tools.
- Experience working with ITSM tools like ServiceNow, Remedy, or similar.
- Ability to work in 24x7 shift model, supporting global users from offshore.
- Excellent communication, problem-solving, and interpersonal skills.
Preferred Qualifications:
- ITIL v4 Foundation certified (or willingness to certify within 3 months).
- Experience supporting users in DACH regions (Germany, Austria, Switzerland).
- Prior exposure to multilingual support environments.
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