Bilingual German TSR

About the role

Xerosoft Inc. is seeking a Bilingual German Technical Support Representative (TSR) to join our dynamic customer service team based in Taytay, Rizal. This is a full-time position that plays a crucial role in delivering exceptional technical support to our German-speaking clientele. As a Bilingual German TSR, you will be the frontline ambassador for Xerosoft Inc., providing timely and effective solutions to customer inquiries whilst maintaining the highest standards of professionalism and service quality. This role is essential to our commitment to delivering multilingual support and expanding our presence in German-speaking markets.

Key responsibilities

• Handle incoming customer service calls, emails and chat enquiries in both German and English, responding promptly and professionally to customer concerns

• Diagnose and resolve technical issues by providing clear, step-by-step guidance to customers using our product knowledge and support resources

• Document all customer interactions accurately in the support ticketing system, ensuring detailed records for quality assurance and future reference

• Escalate complex technical issues to senior technical support teams or developers when necessary, providing comprehensive background information

• Identify recurring technical problems and contribute to the development of knowledge base articles and FAQs to improve self-service resources

• Maintain a thorough understanding of Xerosoft Inc.'s products and services, staying current with updates and new features

• Achieve and maintain performance targets related to call handling time, customer satisfaction scores and first-contact resolution rates

• Provide accurate translations and cultural context when liaising between German-speaking customers and internal teams

• Contribute to a positive team environment by supporting colleagues and sharing best practices

What we’re looking for

• Fluent bilingual proficiency in German and English, with excellent verbal and written communication skills in both languages

• Proven experience in a customer service or technical support role, preferably in a call centre environment

• Strong technical aptitude and ability to quickly understand and troubleshoot software or technology-related issues

• Excellent problem-solving skills with a customer-centric approach and patience when dealing with frustrated customers

• Ability to multitask effectively, managing multiple customer interactions whilst maintaining quality and attention to detail

• Strong time management and organisational skills to meet performance targets and deadlines

• Professional demeanour with the ability to remain calm under pressure in a fast-paced environment

• Familiarity with call centre software, ticketing systems and CRM platforms is advantageous

• High school diploma or equivalent; additional technical qualifications or IT certifications are desirable

What we offer

Xerosoft Inc. is committed to creating a rewarding workplace where our employees can thrive professionally and personally. We offer competitive remuneration packages commensurate with experience, alongside comprehensive health and wellness benefits. Our company provides opportunities for career development and skills training, allowing you to advance within our organisation. We foster a collaborative and inclusive team environment where your contributions are valued and recognised. Additionally, we offer flexible working arrangements where possible to support a healthy work-life balance, employee assistance programmes and social events that strengthen team bonds and company culture.

About us

Xerosoft Inc. is a forward-thinking technology company dedicated to delivering innovative solutions and exceptional customer service to clients worldwide. Our mission is to provide cutting-edge products and support that empower our customers to succeed in their business endeavours. We pride ourselves on our commitment to excellence, integrity and customer satisfaction. With a diverse and talented workforce, we foster an inclusive culture that encourages creativity, collaboration and continuous improvement. At Xerosoft Inc., we believe that our employees are our greatest asset, and we invest in their professional development and wellbeing. We are passionate about building lasting relationships with our customers and delivering value-driven solutions that make a tangible difference.