BI L2

**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**

TalentWorldGroup 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**
- **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.

**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
- 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**

**About TalentWorldGroup**
TalentWorldGroup is a multilingual remote contact center revolutionizing the customer support industry. We believe in empowering talent through flexibility, technology, and global collaboration.