German Language Specialist

Role:

Language:

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.