(Fluent English) Technical Support Consultant (Global)

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:

• Deliver outstanding technical support via emails and video calls;
• Collaborate with internal teams to investigate and resolve customer issues efficiently;
• Represent the company by ensuring a positive customer experience throughout the issue resolution process;
• Develop strong product knowledge to 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 within the support ticketing system;
• Escalate complex technical issues to engineering teams when required to ensure timely resolution;
• Maintain deep understanding of client solutions and meet KPI.

What you need to succeed in this role:

• Excellent English skills (at least C1 for both spoken and written);
• 3-5 years of experience in customer and technical support role is a must;
• Proven knowledge of the payments ecosystem mechanisms;
• Ability to troubleshoot using databases & other technical tools;
• Excellent customer-facing skills to ensure a positive customer experience;
• Strong analytical thinking and research skills;
• Ability to identify when an escalation to the Engineering team is required;
• Positive, proactive and responsible attitude;
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 45 Mbps–download and 20 Mbps–upload).

Will be a great plus:

• Experience with SQL \ Postman;
• Experience with MongoDB , Tableau, Snowflake;
• QA background.

Benefits:

• Fixed schedule: Monday–Friday, 10 AM - 6 PM GMT+3
• 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.

*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 1500+ 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: 3F1