Technical Support Agent (Spanish / Italian Cape Town)

SUMMARY:
Technical Support Agent (Spanish / Italian Cape Town)

POSITION INFO:

ENVIRONMENT:

A Germany-headquartered company, driven by innovation and growth, is seeking a Spanish or Italian speaking Technical Support Agent, who will be based onsite in Cape Town the primary contact for customers facing technical issues, providing effective support and ensuring high satisfaction. Your responsibilities include diagnosing and troubleshooting technical problems, guiding customers through solutions, and escalating complex issues when necessary. You’ll work closely with technical and product teams to resolve issues, keep customers informed, and identify opportunities to enhance the customer experience.

DUTIES:

• Respond promptly to customer inquiries via phone, email, or chat.
• Diagnose and troubleshoot technical issues, guiding customers through solutions.
• Document customer interactions and track issues to resolution.
• Escalate unresolved issues to appropriate internal teams.
• Assist customers with understanding product features, installation, and usage.
• Support customer integrations, with an understanding of APIs, plugins, and SQL knowledge as a bonus.

REQUIREMENTS:

• Fluent in either Spanish or Italian language
• Strong technical aptitude and experience in software or technical support.
• Knowledge of APIs, plugins, integration processes, and basic SQL skills is beneficial.
• Familiarity with support ticketing systems and documentation practices.

ATTRIBUTES:

• Excellent problem-solving skills and clear communication.
• Patience and empathy when handling customer inquiries.
• Ability to work independently and manage time effectively.