(Fluent English & Spanish) Customer Support Consultant (remote)

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support.

As a Customer Support Consultant, you will provide exceptional customer support via emails, assist customers with order-related inquiries, handle requests related to proof of payment, and respond to customer inquiries.

Responsibilities:

• Provide exceptional customer support via emails;
• Assist customers with order-related inquiries, including order cancellations and changes to delivery addresses or quantities;
• Handle requests related to proof of payment, delayed deliveries, order tracking, invoices, and reimbursements;
• Respond to customer inquiries and provide accurate information regarding products and services;
• Accurately document customer interactions and update tickets in Freshdesk;
• Escalate complex or unresolved issues to the appropriate internal teams when necessary;
• Collaborate with internal teams to ensure timely issue resolution and a positive customer experience;
• Securely work with customers’ sensitive information.

Requirements:

• Excellent English and Spanish language skills (at least C1 for both spoken and written communication);
• At least 1 year of experience in a customer support role;
• Experience working with Freshdesk;
• Experience providing customer support via email and other communication channels;
• Customer-focused mindset;
• Strong analytical thinking and research skills;
• Positive, proactive, and responsible attitude;
• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Benefits:

• Fixed schedule: Monday–Friday, 4 AM , 12 PM, EDT;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your development and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.