(Fluent English) Technical Support Consultant (Global)

SupportYourApp

3h • 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 Technical Support Consultant delivers technical and customer support for client solutions in a multicultural, multilingual environment. The role is fully remote and involves supporting customers through email and video calls, investigating technical issues with internal teams, providing accurate product guidance, helping with customized reports and data analysis, and escalating complex issues to engineering when necessary. The consultant maintains customer interaction and troubleshooting records in the ticketing system, develops deep product knowledge, and meets key performance indicators. The position requires fluent English and prior customer and technical support experience, including knowledge of payment ecosystem mechanisms. The posted schedule is Monday through Friday, 10 AM–6 PM GMT+3. Specific compensation, benefits, and work conditions may depend on the engagement agreement; independent contractors may not be eligible for all employee benefits.

Requirements

• Excellent spoken and written English skills at least at C1 level.
• 3–5 years of experience in a customer and technical support role.
• Proven knowledge of payment ecosystem mechanisms.
• Ability to troubleshoot using databases and other technical tools.
• Excellent customer-facing skills.
• Strong analytical thinking and research skills.
• Ability to identify when an issue should be escalated to the Engineering team.
• Positive, proactive, and responsible attitude.
• Personal computer with at least 8 GB of RAM.
• Stable internet connection with at least 45 Mbps download and 20 Mbps upload.

Nice To Haves

• Experience with SQL and Postman.
• Experience with MongoDB, Tableau, or Snowflake.
• Quality assurance (QA) background.

Responsibilities

• Deliver technical support through email and video calls.
• Collaborate with internal teams to investigate and resolve customer issues efficiently.
• Ensure customers have a positive experience throughout issue resolution.
• Develop product knowledge and provide accurate guidance and support.
• Assist customers with customized reports and analysis using data visualization tools.
• Monitor and troubleshoot connection issues using internal and external tools.
• Maintain detailed records of customer interactions, troubleshooting steps, and resolutions in the support ticketing system.
• Escalate complex technical issues to engineering teams when required.
• Maintain a deep understanding of client solutions and meet KPIs.

Benefits

• Fixed schedule, Monday through Friday, 10 AM–6 PM GMT+3.
• Opportunity to work fully remotely.
• Inclusive international environment.
• Compensation in USD.
• Rewards for referring friends.
• Balance between project workload and personal time, with an internal health policy.
• Responsive leadership interested in professional development and long-term cooperation.
• Opportunities for self-development.
• Trust-based culture with no time-tracking requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed