Technical Support Agent (Spanish / Italian Cape Town)

ENVIRONMENT :

A Germany-headquartered company, driven by innovation and growth, is seeking a Spanish or Italian speaking Technical Support Agent, who will be based onsite in Cape Town the primary contact for customers facing technical issues, providing effective support and ensuring high satisfaction. Your responsibilities include diagnosing and troubleshooting technical problems, guiding customers through solutions, and escalating complex issues when necessary. Youll work closely with technical and product teams to resolve issues, keep customers informed, and identify opportunities to enhance the customer experience.

DUTIES :

• Respond promptly to customer inquiries via phone, email, or chat.
• Diagnose and troubleshoot technical issues, guiding customers through solutions.
• Document customer interactions and track issues to resolution.
• Escalate unresolved issues to appropriate internal teams.
• Assist customers with understanding product features, installation, and usage.
• Support customer integrations, with an understanding of APIs, plugins, and SQL knowledge as a bonus.

REQUIREMENTS :

ATTRIBUTES :