The Offer - Opportunity within a company with a solid track record of performance - A role that offers a breadth of learning opportunities - Leadership Role The Job Level 2 Technical Support Remote (Medical App Project Gulf Region) Application Deadline: July 25, 2025 Training Start Date: August 4, 2025 Contract Type: Freelance Cooperation Agreement Work Type: 100% Remote Language Requirement: High-level English About the Role Our client is seeking Level 2 Technical Support Talents to join our remote operations supporting a Gulf-Area medical app project. You will serve as the link between Level 1 support and Level 3 engineering teams resolving complex user issues, managing ticket flows, and ensuring timely escalations. We are not looking for developers or IT engineers but skilled communicators with a solid understanding of technical troubleshooting, ticketing tools, and support workflows. Key Responsibilities - Technical Troubleshooting: Use logs, error traces, and diagnostic tools to analyze and resolve application issues. - Zendesk Ticket Management: Prioritize, categorize, and escalate tickets while ensuring SLAs are met. - Escalation Handling: Decide whether a case should remain at Level 2 or be escalated to Level 3. - Effective Communication: Liaise with L1 agents, L3 engineers, and end users to drive resolution. - Documentation: Maintain detailed logs of troubleshooting actions and decisions for transparency and handover. - Collaboration: Support cross-functional efforts and contribute to improving support processes and documentation. The Profile Who You Are - Strong communicator with high fluency in English (written and spoken) - Detail-oriented and highly organized - Skilled at analytical thinking and decision-making under pressure - Able to understand technical documentation and apply logical troubleshooting - Experienced in handling customer service issues with professionalism and empathy Preferred Skills - Basic Application Knowledge (functionality, user issues, and fixes) - Zendesk or similar ticket management systems - Analytical and practical thinking - Documentation and reporting - Customer-focused problem solving - Experience collaborating with different support tiers Work Schedule (EST Time Zone) Total Coverage: 48 hours/week (May increase to 52 hours/week pending client confirmation) Shift Duration: 4 hours each Sunday: - Talent 1: 2:00 AM 6:00 AM - Talent 2: 6:00 AM 10:00 AM Monday to Friday: - Talent 1: 1:00 AM 5:00 AM - Talent 2: 5:00 AM 9:00 AM Technical Requirements - Internet: Stable wired broadband - Hardware: - Processor: Minimum 1.8GHz (64-bit) - RAM: 8GB+ - Storage: 10GB free - Screen: 1920x1080 preferred - Wired USB headset - OS: - Windows 11 or later - macOS 13 or later What We Offer - Remote-first, flexible work - Long-term collaboration and stability - Performance-based bonus programs - Paid holiday hours - Skill development and career growth - A supportive global team environment Join Us If you're a proactive, customer-focused technical support professional ready to work remotely and deliver excellence, apply by July 25, 2025, to join our August 4th training group. The Employer Our client is a Centralized and Standardized Native Customer Support Services Worldwide Sole provider of all Major Languages and Dialects in the World International Marketplace of Premium Contact Center Projects for Remote Talents.