German Bilingual Technical Support Specialist (ZA) - GST

Role Details

Location: Cape Town, South Africa
Work Arrangement: Work from home 
Type of Support: Phones and emails 
 

About Us 

At Crescendo, we’re redefining customer experience in the AI era. By combining world-class outsourcing expertise with innovative technology, we deliver scalable solutions and always-on support for global partners.

But what truly sets us apart is our people. We don’t just offer jobs—we create opportunities for growth, collaboration, and meaningful impact. Here, your ideas are valued, your development is supported, and your work truly makes a difference.

Join us and help shape the future of customer experience.
 

The Role

We’re hiring a German Bilingual Technical Support Specialist II to support clinicians, biomedical engineers, and international partners using specialized medical devices for hearing assessment, balance testing, and newborn care.

You will serve as the primary point of contact for technical inquiries, guiding users through troubleshooting, system setup, maintenance, and repair coordination. Support is delivered through phone, email, and remote sessions.

This role suits someone who thrives in a regulated healthcare environment, values precision, and can communicate complex technical concepts with clarity and confidence.

What You’ll Do:

• Own support cases end-to-end, ensuring timely and complete resolution
• Communicate with healthcare professionals to gather detailed issue descriptions and document cases accurately in Salesforce
• Troubleshoot hardware and software issues, including sensors, patient interface devices, system configurations, and connectivity
• Conduct live remote sessions to diagnose, resolve, or escalate technical issues
• Determine appropriate solutions such as remote fixes, replacement components, or repair services (RMA/depot)
• Escalate complex issues with clear documentation, replication steps, and prior actions taken
• Maintain accurate records aligned with medical device compliance and quality standards
• Contribute to internal knowledge bases to improve support efficiency and consistency

What We Expect From You:

• C1/C2 German proficiency (CEFR or equivalent)
• Proven experience providing technical support in German
• At least 2 years of experience in technical support (hardware/software troubleshooting)
• Strong communication skills with the ability to simplify technical concepts
• Working knowledge of Windows environments (drivers, services, device management) and basic networking
• Experience using CRM systems such as Salesforce
• Ability to work confidently with clinicians and biomedical professionals
• Strong decision-making skills in determining appropriate resolutions
• High attention to detail and adherence to structured processes
• Proactive mindset and willingness to learn medical device technologies
• Nice to Have: Experience supporting diagnostic, audiology, neuro, or hospital-based equipment

What You’ll Get In Return:

• 100% remote work setup – work from the comfort of your home
• Competitive base salary
• Comprehensive benefits package (medical, dental, vision – country-specific)
• Be part of a people-first, values-driven culture
• Work with diverse, global teams and innovative partners
• Access to posture-based fitness sessions from home
• Continuous training and development opportunities to grow your career

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.

• 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—that’s how impact lasts.


• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also 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 [email protected].

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