Description
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 on a short-term basis, with the potential to continue into a long-term collaboration. 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:
- Provide technical support via email, calls and chats in a professional and efficient manner
- Provide technical and customer support. D2C and B2B inquiries, password resets
- Troubleshoot issues with home app and escalations
- Troubleshoot product issues and guide customers through solutions step-by-step
- Ask the right questions to understand and diagnose the problem
- Follow troubleshooting procedures while also using good judgment when the situation isn't covered by a standard process
- Document customer interactions and troubleshooting steps clearly
- Escalate complex or unresolved technical issues when necessary
- Provide a positive, patient, and professional customer experience
- Manage multiple conversations efficiently while maintaining accuracy and quality
What you need to succeed in this role:
- Excellent English communication skills (at least C1 for both spoken and written)
- At least 1 year of experience in technical customer support role
- Tech-savvy mindset
- Strong troubleshooting and problem-solving skills, with the ability to investigate issues and find effective solutions
- Critical thinking and strong common sense, with a practical and analytical