German Technical Support Specialist II

German Technical Support Specialist II Location: Cape Town, South AfricaWork Arrangement: RemoteType of Support: Phone, email, screen shareContract Duration: Full-timeExpected Start Date: January 8, 2026 About Us Crescendo represents peak CX performance in the AI era. We combine world‑class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleep. More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. The Role We’re hiring Technical Support Specialists to help clinicians, biomedical teams, and distributors who use sensory equipment for hearing, balance, and newborn care. You’ll be the first point of contact when users need help and will guide them through troubleshooting, setup, repairs, and next steps. Most of your work will happen through phone, email, and screen‑share sessions. This role is ideal for someone who enjoys solving technical problems, communicating clearly, and working in a structured, regulated environment where accuracy and documentation really matter. What You’ll Do Take ownership of support cases from the moment they come in until they’re fully resolved Talk with users to understand what’s happening, gather details, and document everything in Salesforce Troubleshoot hardware, software, and connectivity issues, including sensors, cables, software installs, updates, licenses, and basic networking Host live remote sessions to reproduce issues, walk users through fixes, or collect evidence for deeper investigation Decide the appropriate path forward, whether that’s resolving the issue remotely, sending replacement parts, or arranging an RMA or depot repair Escalate cases responsibly by providing clear notes, steps to reproduce, and the actions already taken Keep documentation clean, consistent, and aligned with medical device quality standards Contribute to internal knowledge articles so future cases are easier to handle What We Expect From You C1/C2 German proficiency (CEFR or equivalent) Experience providing German support At least 2 years of experience in technical support, helpdesk, or customer support involving hardware or software troubleshooting Strong communication skills and the ability to explain technical ideas in a simple way Solid understanding of Windows (drivers, Device Manager, services) and comfort with basic networking Experience documenting cases in a CRM like Salesforce Calm, patient, and confident when working directly with clinicians and biomeds Strong judgment when choosing between remote fixes, part replacements, or repair requests High attention to detail and the ability to follow documented procedures Curious, proactive, and eager to learn medical device workflows Nice to Have Experience supporting medical, diagnostic, audiology, or similar devices Familiarity with NOAH, OtoSuite, or other clinical software used for hearing and balance diagnostics Experience coordinating with field service teams or depot repair centers Additional languages What You’ll Get In Return Remote working arrangements Competitive base salary Comprehensive benefits package including medical, dental, and vision options applicable per country of residence for all full‑time employees Access to free posture‑based fitness workouts from home Training and professional development opportunities Company Culture Is At Our Core Care for others: Empathy is a key driver. When people thrive, so does the mission Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next Take ownership: Bold choices with integrity at the core—how impact lasts Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning EEO/EEO Statement Crescendo is proud to be an equal‑opportunity workplace. We value diversity, inclusion, equity, and belonging and consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact Privacy Notice Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process and store it for potential recruitment and hiring purposes. To understand more about our privacy program, please visit our Privacy Center. #J-18808-Ljbffr