Job Description

Our client is a leading boutique provider of sales outsourcing solutions, specialising in supporting SaaS companies across the EMEA region. By delivering tailored sales outsourcing services across the entire sales cycle, they empower SaaS businesses to scale efficiently and sustainably.In the world of SaaS, one constant remains xe2x80x94 the vital importance of new customer acquisition. Regardless of a companys size, growth stage, or maturity, the ability to consistently attract and convert new (paying) customers is essential to long-term success. Whether a company is launching its first product or is an established industry player, strategic client acquisition plays a critical role in maintaining competitiveness and driving growth.Our clients focus on new business development is not just about expanding revenue. Its about building resilient sales processes that enable clients to thrive, grow profitably, and unlock their full market potential. Their commitment to excellence in every phase of the sales journey makes them a trusted growth partner to ambitious SaaS enterprises.Role OverviewJoin our clients growing IT support team as a German Speaking IT Support Specialist, where youll provide first and second-line remote support to users across German-speaking regions. Your role will involve resolving technical issues, maintaining service quality, and ensuring an excellent support experience.Job Type: Full time/PermanentLocation: South AfricaWorkplace: RemoteWorking Hours: Monday to Friday, 08:0017:00Public Holidays: Off on German public holidays; required to work on South African public holidaysRequirements

• Fluent in German (C1 level or higher) and English
• 13 years of experience in IT support or helpdesk environments
• Knowledge of Windows, macOS, Office 365, and basic networking
• Strong problem-solving abilities and customer service orientation
• Ability to work independently in a fully remote environment
• Candidates must be South African citizens or permanent residents (PR holders)

• Provide technical support via phone, email, and chat in fluent German
• Troubleshoot hardware, software, and network-related problems
• Escalate unresolved issues to Tier 2/3 support teams
• Maintain accurate logs and ticket documentation
• Ensure timely and effective resolution of user queries
• Contribute to knowledge base articles and IT documentation

Black Pen Recruitment