Bilingual Tech Support Specialist (EN/DE) - SaaS

Teladoc Health; Buenos Aires; Presencial; ARS 48.236.000 - 96.471.000; Jornada completa

Descripción de la vacante

Teladoc Health is seeking a TAC Agent I to deliver friendly customer support via phone, email, and chat with a focus on complex technical issue communication to English- and German-speaking clients.

You will troubleshoot applications and data issues, manage tickets in Salesforce, and help improve self-service content while collaborating with cross-functional teams. The role requires strong communication and multi-tasking in a fast-paced environment.

Formación

• Bachelor’s degree and/or equivalent work experience.
• 2+ years of experience in a client-facing customer support role, preferably in supporting Software as a Service solution.
• Fluent in English and German.
• Proficient in Mac, Windows, and Google applications including smart phone devices.
• Experience in troubleshooting Web and Software Application, WebRTC.
• Excellent verbal and written communication skills. High competency in communicating complex technical issues to both technical and non-technical audiences via all support channels.

Responsabilidades

• Provide friendly, professional customer support via phone, email, and chat in English and German as needed.
• Manage multiple high-visibility customer issues, escalate urgent ones, and coordinate with technology teams as needed.
• Troubleshoot application and data issues, document solutions, and create repeatable templates and workflows.
• Triage escalated tickets using Teladoc Health HHS applications and communicate meaningful resolutions with short- and long-term fixes.
• Document and update tickets in Salesforce within SLA and maintain timely, quality responses to customers.
• Help reduce support load by writing online support materials (FAQs and KBs) and contribute to content development.
• Coach/mentor TAC Specialists and participate in group reviews as needed.
• Analyze ticket data to identify patterns and operational issues, and suggest enhancements.

Conocimientos

Customer support

English

German

Educación

Bachelor's degree

Herramientas

Mac OS

Windows OS

Google Apps

Descripción del empleo

Teladoc Health is seeking a TAC Agent I to deliver friendly customer support via phone, email, and chat with a focus on complex technical issue communication to English- and German-speaking clients.

You will troubleshoot applications and data issues, manage tickets in Salesforce, and help improve self-service content while collaborating with cross-functional teams. The role requires strong communication and multi-tasking in a fast-paced environment.