Bilingual German/English T3 Technical Support Specialist for B2B Software Account * Remote Role

Join Callnovo’s team as a Bilingual Technical Support Specialist! We’re looking for experienced professionals to work remotely on one of our leading Software accounts. This is a long-term, B2B role.

What You’ll Do:

As a Technical Support Specialist, you’ll be the go-to person for our customers’ IT needs. You’ll provide top-quality technical support and advice, making sure our customers feel heard, understood, and satisfied.

Your main tasks will include:

• Handling requests from customers, translators, resellers, and system administrators about our client’s B2B PDF products.
• Figuring out basic issues with our B2B products by recreating customer environments and holding remote meetings.
• Writing up problem summaries to speed up processing and improve products, in collaboration with our development team.
• Developing quick solutions or workarounds when necessary.
• Using standard response templates to ensure consistent, accurate support.
• Documenting issues in our ticket system for later processing by the development team.

What We’re Looking For:

• Communication: You’re fluent in English and German, both in writing and speaking.
• Technical Skills: You understand the product, technology, and tools you’re supporting. You’ve got experience with Windows Software, preferably with server systems.
• Problem-Solving: You can identify and analyze technical and customer problems, and you’re good at finding effective solutions.
• Customer Service Experience: You’ve worked in IT customer service support before, and you know how to handle tough situations and deliver positive results.
• Patience and Empathy: You stay patient and empathetic with customers, even when things get tough.
• Conciseness: You can offer satisfying solutions that keep the number of inquiries low, so customers stay interested in our products.”