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. Join our community as a Technical Support Consultant on a short-term basis, with the potential to continue into a long-term collaboration.
Tasks
•Provide technical support via email, calls and chats in a professional and efficient manner
•Provide technical and customer support: D2C and B2B inquiries, password resets
•Troubleshoot issues with home app and escalations
•Troubleshoot product issues and guide customers through solutions step-by-step
•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 a technical customer support role
•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)
Conditions
•Fixed schedule: Sunday, Saturday: 1:00-4:30 PM, Wednesday - Friday: 1:00 PM -4:00 PM (UTC)
•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.
