German Technical Support Specialist II

Role Details

Location: Cape Town, South Africa
Work Arrangement: Work from home 
Type of Support: Phones and emails 
Contract Duration: Full-time
Work Schedule: 8:00 am - 5:00 pm CET
Expected 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. Join us at Crescendo, and let’s build the future of customer experience together.
Welcome to Crescendo. Welcome to what’s next.
 

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. This includes 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 right 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.

• 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 that are applicable per country of residence for all our full-time employees
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities