German Bilingual Tech Support

GDV BUSINESS SERVICES CO.; Taytay; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Night differential

Holiday pay

Incentives

HMO benefits

Service incentive leave

Job summary

GDV BUSINESS SERVICES CO. seeks a German bilingual Technical Support Representative to provide top-tier technical help and customer service in German and English via phone, chat, email, or ticketing systems.

You will diagnose and resolve technical issues, document steps in Salesforce or Zendesk, and escalate when needed, while preserving customer satisfaction and adhering to SOPs.

Qualifications

• Minimum of 1 year in technical support, IT helpdesk, or customer service.
• Fluent in German (B2/C1/C2) speaking, reading, and writing; strong English proficiency.
• Education in IT, CS, or related field as listed.

Responsibilities

• Diagnose and resolve hardware, software, network, or account issues for German- and English-speaking customers.
• Handle inbound/outbound calls, live chats, and ticket queues with clarity and technical accuracy.
• Document customer issues and resolutions in CRM tools (Salesforce, Zendesk).
• Escalate complex incidents to Tier 2/3 and provide customer updates until resolution.

Skills

German language

English proficiency

Technical support

CRM tools

Customer service

Education

Senior High School graduate

Bachelor's degree in IT/CS/Comm

Tools

Salesforce

Zendesk

Job description

A German Bilingual Technical Support Representative (TSR) delivers technical assistance and customer service in both German and English via phone, chat, email, or ticketing systems.

Key Responsibilities

• Technical Troubleshooting: Diagnose and resolve hardware, software, network, or account issues for German- and English-speaking customers.

• Customer Interaction: Handle inbound/outbound calls, live chats, and ticketing queues with clarity, active listening, and technical expertise.

• System Documentation: Accurately document customer issues, troubleshooting steps, and final resolutions in CRM tools (e.g., Salesforce, Zendesk).

• Escalation & Follow-up: Escalate complex technical incidents to Tier 2/3 support while providing updates to end-users until resolution.

• Process Compliance: Follow standard operating procedures (SOPs), privacy protocols (GDPR), and meet key performance indicators (KPIs) such as First Contact Resolution (FCR) and Customer Satisfaction (CSAT).

Primary Requirements

• Work Experience: Minimum of 1 year of professional experience in technical support, IT helpdesk, or customer service (preferably within a BPO/Call Center environment).

• Language Proficiency:

  • Fluent in German (at least B2, C1, or C2 level) in speaking, reading, and writing.

  • Professional working proficiency in English.

• Education: Senior High School graduate or Bachelor’s degree holder in Information Technology, Computer Science, Communications, or any related field.

Perks

• Night Differential , Holiday Pay, Incentives, Spiff

• HMO Benefits

• Service Incentive Leave