**Level 2 Technical Support Remote (Medical App Project Gulf Region)****Application Deadline**: July 25, ******Training Start Date**: August 4, ******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: ********* 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 integral 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.

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