# (English C1) Technical Support Associate (remotely)

**Company**: SupportYourApp
**Location**: Sarajevo, Federation of Bosnia and Herzegovina
**Work arrangement**: remote
**Experience**: mid
**Job type**: contract
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://apply.workable.com/j/6BE442766E?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_e210abcb-58e

## 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 Associate on a short-term basis, with the potential to continue into a long-term collaboration.

**Responsibilities:**

- Handle support requests by email and chat, and join occasional customer calls to review issues live;

- Provide Tier 1 and Tier 2 support: troubleshoot, reproduce issues, and escalate complex cases;

- Diagnose issues using internal tools, logs, configuration files, and databases;

- Escalate to engineering, delivery, sales, or customer service, and keep customers updated on escalated cases;

- Handle routine configuration maintenance and test customer configuration changes;

- Help customers understand the platform, its best practices, and its limits so they can solve issues on their own;

- Monitor chatbot workflows and suggest improvements.

**Requirements:**

- Excellent English communication skills (at least C1 for both spoken and written);

- 1–3 years of experience in customer support, ideally in SaaS or a technical environment;

- Excellent written and verbal communication skills, with a professional and empathetic approach;

- Strong organizational skills and attention to detail;

- An analytical mindset and a knack for recognizing patterns in support data;

- Hands-on experience with Zendesk and Jira;

- Confidence working with technical tools and admin interfaces;

- Practical experience using generative AI to improve operational workflows and customer-facing work;

- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

**Nice to Have:**

- Background in software development, APIs, or another technical role.

**Benefits:**

- Fixed schedule: Monday–Friday: 09 AM–5 PM CDT;

- 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.

## Skills

### Required
- English
- Zendesk
- Jira
- generative AI
- analytical mindset
- organizational skills
- communication skills

### Nice to have
- software development
- APIs
- technical role

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Source: [Apply at apply.workable.com](https://apply.workable.com/j/6BE442766E?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)