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.
We operate globally, supporting clients in 60 languages across diverse industries.
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 and chat in a professional and efficient manner;
- Troubleshoot product issues and guide customers through solutions step-by-step;
- Identify whether an issue is related to the bulb, app, connectivity, setup, or user configuration;
- 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;
- Previous video support experience would be a plus;
- 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:
- Flexible schedule;
- 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.