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.