Description
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.
Join our community as a Technical Support Consultant on a short-term basis, with the potential to continue into a long-term collaboration.
Responsibilities:
- Provide technical support via email, calls and chats in a professional and efficient manner
- Provide technical and customer support for D2C and B2B inquiries, password resets
- Troubleshoot issues with home app and escalations
- Troubleshoot product issues and guide customers through solutions step-by-step
- Ask the right questions to understand and diagnose the problem
- Follow troubleshooting procedures while also using good judgment when the situation isn't covered by a standard process
- Document customer interactions and troubleshooting steps clearly
- Escalate complex or unresolved technical issues when necessary
- Provide a positive, patient, and professional customer experience
- Manage multiple conversations efficiently while maintaining accuracy and quality
Requirements:
- Excellent English communication skills (at least C1 for both spoken and written)
- At least 1 year of experience in technical customer support role
- Tech-savvy mindset
- Strong troubleshooting and problem-solving skills, with the ability to investigate issues and find effective solutions
- Critical thinking and strong common sense, with a practical and analytical approach to resolving customer issues
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)
Benefits:
- Fixed schedule: Sunday, Saturday: 1:00-4:30 PM, Wednesday - Friday: 1:00 PM -4:00 PM (UTC)
- Opportunity to cooperate fully remotely
- Inclusive international environment
- Compensation in USD
- Balance between project workload and personal time
- Responsive leadership interested in your development
- Greenhouse conditions for self-development
- A culture built on trust, with no time-tracking requirements