(English C1) Customer Support Consultant (Short Term, Remote)

Who are we?

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. So what if you had a chance to be a part of the world's leading SaaS, software, or hardware solutions?

Join our community as a Customer Support Consultant on a short-term basis and unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach.

Excited? Let's see what it takes 💛

What you will do:

• Communicate with the customers of a cloud-based file-sharing platform via chat and email (follow internal SLAs);
• Resolve customers’ inquiries related to billing, how-to-use, account and login questions;
• Escalate tickets in a timely manner to the client’s internal team if they cannot be resolved using the available knowledge base and training materials;
• Reproduce the steps of a reported issue to define if the issue is affecting multiple users;
• Conduct research in case there’s a lack of information, proactively seeking solutions;
• Follow the internal Guidelines/SOPs precisely when handling tickets or communicating internally;
• Log bugs, create bug reports, and keep feedback/bug reporting boards up to date (no technical resolution necessary);
• Proactively share potential improvement suggestions with the team, and flag unusual behavior of the product or unoptimized processes;
• Reach out to the Team Lead when facing difficulties understanding procedures or handling specific tickets.

What you need to succeed in this role:

• Customer support experience of 1+ year, including experience writing professional, well-structured emails;
• Experience providing professional high-quality customer support via chat and email;
• Experience with CRM or Customer Support Systems (e.g., Zendesk, Intercom, Gorgias);
• Experience working in professional environments with strict guidelines and KPIs;
• Excellent writing and communication skills in English (C1), attentive to proofreading and aware of proper email structure;
• Practical technical literacy and a natural drive to test, investigate, and resolve issues (no programming or coding background required);
• Ability to learn fast and follow precise procedures;
• Customer-oriented mindset;
• Proactivity, enthusiasm, and a desire to share and receive feedback;
• Adaptability and common sense;
• Attention to detail, with a tendency to do your work thoroughly;
• Openness to internal reassignments between the project’s sub-teams;
• Readiness for a short-term cooperation of 3 or 6 months, and openness to long-term cooperation after the period expires;
• Stable internet connection (minimum 50 Mbps download / 40 Mbps upload).

Will be a great plus:

• Technical experience, especially being comfortable with testing and digging to the core of the issue;
• Experience with Zendesk;
• Experience with iOS/Android devices;
• Being comfortable communicating a lot and sharing suggestions and feedback on potential improvements.

Benefits:

• Schedule: full-time, Sunday to Thursday, 16:00–00:00, or Wednesday to Sunday, 08:00–16:00 (GMT-5);
• 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.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us!

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

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We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

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