Bilingual SaaS Tech Support Specialist (EN/DE)

Remotedxb; Dubai; On-site; AED 167,000 - 290,000; Full time

Job summary

Teladoc Health is seeking a bilingual English/German-speaking Customer Support Specialist to provide exceptional client support across phone, email, and chat channels in the SaaS domain. You will triage, troubleshoot, and escalate complex issues to the right technology teams while maintaining timely ticket updates in Salesforce.

The role also involves creating helpful self-service content, analyzing ticket trends, and coaching fellow TAC specialists to uphold high service standards.

Qualifications

• Bachelor's degree or equivalent work experience.
• 2+ years in a client-facing customer support role, preferably in SaaS.
• Fluent in English and German.
• Proficient in Mac, Windows, and Google applications.

Responsibilities

• Provide excellent client support via phone, email, and chat in both English and German.
• Manage and escalate high visibility customer issues to appropriate technology teams.
• Troubleshoot application and data issues and standardize support processes.
• Triage escalated tickets based on severity and business impact.
• Document and update tickets in Salesforce within SLA guidelines.
• Maintain communication with customers regarding open ticket status.
• Assist in creating online support materials like FAQs and Knowledge Base articles.
• Analyze ticket data to identify patterns, trends, or operational issues.
• Coach and mentor other TAC Specialists.

Skills

Bilingual English/German

Customer support

SaaS knowledge

Troubleshooting

Education

Bachelor's degree

Tools

Salesforce

WebRTC

Google Apps

Job description

Teladoc Health is seeking a bilingual English/German-speaking Customer Support Specialist to provide exceptional client support across phone, email, and chat channels in the SaaS domain. You will triage, troubleshoot, and escalate complex issues to the right technology teams while maintaining timely ticket updates in Salesforce.

The role also involves creating helpful self-service content, analyzing ticket trends, and coaching fellow TAC specialists to uphold high service standards.