Technical Assistance Agent – Inglés, Alemán

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

📋 Description

• Deliver courteous and professional client assistance through phone, email, and chat in both English and German.

• Handle multiple high-profile customer issues and promptly escalate unresolved matters to the relevant technology teams.

• Diagnose application and data-related problems while standardizing support procedures.

• Collect and disseminate knowledge, creating scalable support templates and workflows.

• Familiarize yourself with Teladoc Health HHS applications to prioritize escalated tickets based on severity and business impact.

• Direct tickets to the appropriate teams for diagnosis and resolution.

• Communicate both short-term and long-term solutions to clients.

• Precisely document and update Salesforce CRM tickets within customer SLAs while ensuring swift closure rates and high customer satisfaction.

• Maintain professional, complete, well-structured, and consistent communication with customers regarding the status of open tickets.

• Create online support materials, including FAQs and knowledge bases, while identifying improvements to enhance adoption.

• Mentor, coach, and assist other TAC Specialists through one-on-one support or group review sessions.

• Analyze ticket data to uncover patterns, trends, operational challenges, and areas for enhancement.

• Utilize basic problem-solving techniques to identify and resolve issues.

• Determine appropriate courses of action based on established guidelines and standard practices.

⛳️ Requirements

• Bachelor’s degree and/or equivalent professional experience.

• A minimum of 2 years of experience in a client-facing customer support position, ideally supporting a Software as a Service solution.

• Proficiency in both English and German.

• Skilled in using Mac, Windows, and Google applications, including smartphone devices.

• Experience in troubleshooting web and software applications as well as WebRTC.

• Exceptional verbal and written communication abilities.

• High proficiency in conveying complex technical issues to both technical and non-technical audiences across all support channels.

• Capacity to multitask, prioritize, and manage time effectively.

• Provide prompt and accurate client feedback, frequently exceeding expectations and demonstrating consistent urgency.

• Strong time-management and organizational skills.

• Ability to ensure all issues are accurately logged and tracked.

• Quick learner of various systems and tools, adept at addressing challenges in resource-constrained environments.

• Applicants must provide truthful information; any falsification will result in disqualification.

🏝️ Benefits

• Meaningful career advancement opportunities.

• Comprehensive benefits program focused on employees and their families.

• Customized programs that cater to the unique needs of employees.