Technical Support Consultant

Sobre a oportunidade

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.

Local

Brasília - DF

Remoto

Responsabilidades

Provide technical support via email and chat in a professional and efficient manner

Troubleshoot product issues and guide customers through solutions step-by-step

Identify whether an issue is related to the bulb, app, connectivity, setup, or user configuration

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

Requisitos

Excellent English communication skills (at least C1 for both spoken and written)

At least 1 year of experience in technical customer support role

Previous video support experience would be plus

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 approach to resolving customer issues

Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

Diferenciais

Flexible schedule

Opportunity to cooperate fully remotely

Inclusive international environment

Compensation in USD

Balance between project workload and personal time

Responsive leadership interested in your development

Greenhouse conditions for self-development

A culture built on trust, with no time-tracking requirements

Sobre a empresa

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.