TalentWorldGroup Plc.
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
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: 1920×1080 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.
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.
What’s on Offer?
Opportunity within a company with a solid track record of performance
A role that offers a breadth of learning opportunities
Leadership Role
TalentWorldGroup Plc.
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