Technical Support L2

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. Dear Visitor, welcome to our page! TalentWorldGroup is a Revolutionary Multilingual Cloud Contact Center and the International Marketplace of Premium Customer Support Projects for Remote Talents. TWG is on the mission to reinvent professional Home-Based Working, build the Workplace of the Future, and make Outsourcing Uniquely Simple and Flexible for our Clients like never before. We disrupt the Contact Center industry and aim to become the New Global Standard for International Customer Service Outsourcing and Remote Working worldwide. We understand Cultural Diversity and as a sole provider support All Major Languages and Dialects in the World. Our Core Values based Legendary Customer Service and Revolutionary Operations Model are developed around our Clients’ real needs in the digital age, enabling them to focus on their Global Business Development and take Any Language Support for granted with Consistent Quality Delivery and Target Reporting Worldwide. TWG is a people’s company and we put people first. Our Unique Corporate Culture and Employee Experience Journey allow us to attract and retain the Best International Talents and Deliver on Premium Quality in any parts of the World. In the Age of Technology, our World is becoming Smaller and Connected thought Widely Available High Performing Computing Devices and Telecom Networks. Professional Home-Based Working is no longer the Question of the Technical Ability, however the Corporate Culture, Engagement and Communication. For more Information, Please visit our Unique Website or Contact us with Confidence, Let’s Do Something Amazing together!

The Role

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

• 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.

Ideal Profile

Who You Are

Preferred Skills

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 :

Monday to Friday :

Technical Requirements

What We Offer

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 .

About TalentWorldGroup

What's on Offer?