Take full ownership of user inquiries, handling cases from first response to final resolution
Remotely diagnose connectivity and app-related issues to provide step-by-step guidance to users
Manage "on-the-spot" urgent scenarios occurring at physical stations, requiring fast situational awareness
Execute quick actions regarding refunds, escalations, and compensations based on project guidelines
Deliver clear and concise support via chat and email while maintaining a customer-centric, empathetic approach
Keep up with evolving tools and technology
Handle sensitive customer data with care and security
Apply the latest and greatest customer happiness practices
Maintain deep understanding of client solutions and meet KPI
Communicate with developers and cross-functional specialists

Excellent English skills (at least C1 for both spoken and written)
At least 1 year of experience in technical support is a must
Strong understanding of mobile app troubleshooting (login, payment, bugs)
Knowledge of Bluetooth connectivity and app permissions
Familiarity with Intercom, live chat platforms, and internal monitoring dashboards
Excellent writing and communication skills
Ability to learn and follow precise procedures
Strong analytical thinking and research skills
Positive, proactive and responsible attitude
Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

Fixed Schedule: Wednesday – Sunday, 5 PM – 1 AM UTC
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

Technical Support Consultant, Fluent English

Key skills