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

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 Customer Support Consultant (short-term) 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 customer support via chat, calls and emails;
• Diagnose and solve common issues with accounts, the platform, software, and basic connectivity, working through each one step by step;
• Log, track, and update tickets so customers always know the status, the fix, and the next steps, on time;
• Spot when an issue needs the 2nd or 3rd line team, pass it on with clear context, and learn from how it gets solved;
• Add to support guides and the knowledge base, so recurring issues get faster to solve for the whole team;
• Support every customer with patience, empathy, and a can-do attitude, and keep them in the loop from start to finish;
• Meet agreed response and resolution targets, prioritising tickets by urgency and impact.

What you need to succeed in this role:

• Excellent English skills (C1 for both spoken and written);
• At least 1 year of experience in a customer support role;
• Basic IT knowledge: Windows, macOS, web browsers, and general networking concepts;
• Basic telecom knowledge, like activation, coverage issues, and simple troubleshooting for wireless subscriptions;
• Strong communication skills, especially explaining technical things simply and kindly;
• Curiosity and a problem-solving mindset. When the first answer doesn’t work, you dig deeper;
• Calm under pressure, even when the ticket queue grows;
• A team player with a positive, proactive approach;
• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Will be a great plus:

• Experience supporting a B2B customer and their end users or in a B2C support environment;
• Familiarity with ticketing tools (e.g. Zendesk) and knowledge base platforms;
• Any background in telecom, mobile, or SaaS products.

Benefits:

• Flexible schedule;
• Duration: short-term (4-5 months);
• 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 growth 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.