The Offer Opportunity within a company with a solid track record of performance A role that offers a breadth of learning opportunities Leadership Role The Job 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 Our client 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. The Profile 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 Able to understand technical documentation and apply logical troubleshooting 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 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 . The Employer Our client is a 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.