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 Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. 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:
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Deliver outstanding technical support via chats and emails;
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Manage customer support tickets and maintain a 24-hour response SLA;
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Attend regular engineering planning sessions to stay informed on upcoming releases, migrations and product changes;
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Prepare and lead recurring support retrospectives, identifying customer trends and helping Engineering prioritize improvements;
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Review AI chatbot conversations and optimize Inkeep rules, workflows and responses to improve support quality;
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Maintain and improve customer-facing documentation and self-service resources in GitBook;
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Improve support systems and processes, including Zendesk workflows, automations and Linear ticket management;
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Keep up with evolving tools and technology;
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Handle sensitive customer data with care and security;
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Apply the latest and greatest customer happiness practices;
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Maintain deep understanding of client solutions and meet KPI.
What you need to succeed in this role:
- Excellent English communication skills (at least C1 for both spoken and written);
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Experience with Zendesk, including workflow optimization, automations and support operations;
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Troubleshooting skills, including the ability to distinguish between product bugs, user environment issues and third-party platform limitations;
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Experience with Linear or similar modern ticketing and prioritization platforms;
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Ability to translate technical concepts into clear, user-friendly language and communicate with both engineers and non-technical users;
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Understanding of software releases, migrations and their potential impact on customers and product performance;
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Organizational skills, including the ability to identify trends, run support retrospectives and turn insights into actionable feedback;
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An AI-first approach, using AI tools to reduce repetitive work and improve chatbot/FAQ automation;
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Ability to read and interpret logs (JSON) and troubleshoot issues using tools such as Grafana, browser developer tools and changelogs;
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Experience managing incidents, identifying patterns during ticket surges and communicating proactively with customers and internal teams;
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Understanding of cross-platform web applications, native applications and common data migration risks such as data loss, malformed records and parsing errors;
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Ability to learn and follow precise procedures;
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Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).
Will be a great plus:
- Experience with CRM systems;
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Familiarity with reselling/marketplace platforms.
Benefits:
- Fixed schedule: Monday–Tuesday, Friday from 9 AM–5 PM, and Wednesday–Thursday 12 PM–8 PM, EDT;
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Opportunity to cooperate fully remotely;
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Inclusive international environment;
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Compensation in USD;
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Rewards for referring friends;
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Balance between project workload and personal time, but also – internal health policy;
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Responsive leadership interested in your development and long-lasting cooperation;
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Greenhouse conditions for self-development;
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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 1200+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.
Know someone perfect for the role? Refer them and get rewarded!
We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.
Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.
Internal job code: 2ZI
