German-Speaking Technical Support Agent – Cape Town

ENVIRONMENT:

You will provide efficient troubleshooting, clear communication, and high-quality service to ensure customer satisfaction. You will work closely with internal technical and product teams to resolve issues, improve processes, and contribute to an overall excellent customer experience.

DUTIES:

• Provide 1st and 2nd line technical support via email, chat, and phone (primarily in German).
• Diagnose, troubleshoot, and resolve technical issues efficiently.
• Guide customers step-by-step through solutions in a clear and structured manner.
• Document all interactions and maintain accurate ticket updates.
• Escalate complex or unresolved issues to product or development teams.
• Support customers with product usage, configuration, and integrations (APIs, plugins).
• Identify recurring issues and proactively suggest improvements.

REQUIREMENTS:

• Fluent German (C1/C2 level) – mandatory (written and spoken).
• Strong English communication skills.
• Proven experience in technical support / software support environment.
• Solid technical understanding (APIs, integrations, plugins, basic SQL is a plus).
• Strong problem-solving and analytical skills.
• Customer-oriented mindset with patience and empathy.
• Ability to work independently and manage priorities effectively.
• Nice to Have
• Experience with SaaS platforms.
• Familiarity with microservices / web technologies.
• Experience supporting European (German) customers.

ATTRIBUTES:

• Proactive and solution-driven.
• Structured and detail-oriented.
• Comfortable working in a fast-paced, international environment.
• Strong ownership mindset.