Customer Support - German Speaker (Service Desk)

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Position: CSR – German Speaker (Service Desk)

Location: Nuvali, Sta. Rosa, Laguna

Work Set-Up: Onsite (1-2 months training) then possible to transition to Hybrid (after training)

Work Schedule: Shifting Schedules (Dayshift, Mid Shift and Night Shift - monthly rotations)

Position Summary:

This role will be responsible for providing first-level customer and technical support across the EMEA region. This role focuses on delivering high-quality support through calls, chat, and email in both German and English language.

Our client is looking for someone with a German language background combined with a proactive mindset, and a willingness to learn technical support concepts, as full-technical training will be provided. Any industry can be considered for this role.

Duties and Responsibilities:

• Technical Support:

- Provide first-level technical support by configuring, troubleshooting, and resolving computer hardware or software related issues.

- Proactively monitor applications, network, internet, and cloud services to identify potential issues and support service improvements.

• Incident Management:

- Analyze incidents to identify the initial cause and resolve issues directly or escalate them to the appropriate support teams.

- Ensure that all incidents and service requests are properly logged and can be tracked in the system.

• Customer Support:

- Deliver a positive and professional customer experience throughout the full lifecycle of a service request.

- Review customer feedback and survey results to help identify opportunities to improve service quality and performance.

• Administrative Tasks:

- Perform administrative support activities such as user account creation, mailbox setup, and shared security or distribution group administration.

- Prepare, update, and maintain documentation for use by customers and internal IT teams.

Qualifications:

• At least Intermediate level of German proficiency (spoken and written) with the ability to communicate confidently with clients or customers.

• Strong English communication skills, both verbal and written.

• Background in Customer Service, IT Helpdesk or Service Desk, or any industry is welcome; career shifters are encouraged to apply as well.

• Demonstrates initiative, curiosity, and a proactive mindset, with the willingness to learn and adapt in a fast-paced environment.

• Strong customer-oriented mindset with the ability to handle inquiries professionally and empathetically.

• Excellent interpersonal skills, with the ability to collaborate and communicate effectively with local and global stakeholders, including German-speaking counterparts.

• Ability to manage multiple tasks, prioritize requests, and maintain attention to detail.

• Willing to work in an Onsite set-up in Nuvali, Sta. Rosa, Laguna.

• Amenable to shifting schedules as business needs require.