Tech Support Agent – 2nd Level Support

This is a fully remote position, open to applicants in Spain.

📋 Description

• Manage technical inquiries and incidents within Level 2 Support.

• Analyze and resolve complex issues related to: Domains and DNS, Hosting, Email services, Web technologies.

• Handle escalations from Level 1 Support and ensure their complete resolution.

• Coordinate with internal teams, partners, and domain registries.

• Document solutions and actively contribute to the continuous improvement of processes and service quality.

• When necessary, assist clients through chat, email, and phone.

• Support in the implementation and coordination of projects.

• Participate in cross-functional technical projects.

⛳️ Requirements

• Native or equivalent proficiency in German (written and spoken) – mandatory.

• Fluent in English – mandatory.

• French or Italian is an advantage.

• Commercial or technical diploma in IT or a related field.

• Previous experience in customer service, ideally in a technical environment.

• Customer-oriented mindset.

• Team player with excellent communication skills.

• Clear, structured, and detail-oriented approach.

• Quick learner with a strong technical affinity, particularly in web technologies and website design.

• Experience with CMS systems (WordPress) is a plus.

• Right to work.

🏝️ Benefits

• Diversity and Inclusion in the workplace.

• Opportunities for professional development.