(English C1) Customer Support Consultant, short-term (remote)

SupportYourApp

1d•Remote

About The Position

SupportYourApp is a global Intelligent Support-as-a-Service provider partnering with technology companies and industry leaders in more than 30 countries. The company supports clients in 60 languages across diverse industries. The Customer Support Consultant will provide customer support on a short-term basis, following project-specific procedures and service expectations while working remotely with an international team. The role involves resolving user tickets, documenting interactions in the designated support platform, completing supplemental operational tasks, and maintaining knowledge of project workflows and updates. The consultant is expected to meet project metrics, communicate with the Team Lead about difficulties and scheduling matters, and contribute to a supportive team culture. Work follows an assigned shift schedule. The advertised schedules are Monday–Friday, either 10:00–19:00 or 16:00–01:00 (UTC+02:00). Engagement terms, including compensation, benefits, and working conditions, will be specified in the agreement.

Requirements

Excellent written and verbal English communication skills at C1 level.
Strong attention to detail and commitment to high-quality support.
Ability to work independently while following established procedures and service expectations.
Reliability in meeting shift schedules and deadlines.
Proactive attitude toward learning and continuous improvement.
Flexibility and adaptability to changes in processes, software, and expectations.
Previous email-based customer service experience.
Previous Zendesk experience.
Previous experience working with KPIs and expectations.
Ability to resolve 80–100 tickets per shift.
An Android or Apple device, including a smartphone, for signing into accounts.

Responsibilities

Provide prompt and accurate user support by resolving tickets according to project procedures and quality expectations.
Follow guidelines for tone, accuracy, escalation paths, and ticket categorization as outlined in the SOP.
Document user interactions clearly and professionally in the designated support platform.
Complete daily supplemental tasks, such as knowledge review, internal communications, and task reporting.
Maintain a strong understanding of project workflows, updates, and service goals.
Strive to meet or exceed individual KPIs and project metrics.
Contact the Team Lead when having difficulty understanding procedures or handling tickets.
Communicate availability, workload, and schedule-related concerns openly.
Contribute proactively to a positive and supportive team culture.
Follow the shift schedule distributed by the Team Lead.
Submit schedule-related requests, such as shift swaps, to the Team Lead for review and approval.