(Fluent English) Technical Support Consultant (remote)

SupportYourApp

21h • Remote

About The Position

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. They operate globally, supporting clients in 60 languages across diverse industries. This role offers the chance to be a part of the world’s leading SaaS, software, or hardware solutions. As a Technical Support Consultant, you will thrive in a multicultural and multilingual environment while enjoying your home office, mastering new skills and achieving challenging goals in cooperation with their People First management approach.

Requirements

• 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)

Nice To Haves

• Experience with CRM systems

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees