Technical Support Consultant

The Role

Join SupportYourApp as a Technical Support Consultant and thrive in a multicultural and multilingual environment while enjoying a home office setup. Master new skills and achieve challenging goals with our People First management approach.

Key Responsibilities:

• Deliver outstanding technical support via emails and outgoing calls;
• Respond, troubleshoot, and escalate support requests, including technical issues, via email, phone, chat, and scheduled video calls;
• Maintain regular communication with customers and provide timely updates on open issues and resolutions;
• Identify, reproduce, and report bugs clearly to Product and Development teams;
• Gather customer feedback, identify recurring needs, and suggest product improvements to enhance the platform experience;
• Maintain high service standards by meeting KPIs such as response time, resolution rate, and customer satisfaction;
• Accurately document all customer interactions in the CRM system;
• Stay up to date with platform updates, new policies, and industry trends.

Requirements

Essential:

• Excellent French and English skills (C1 for both spoken and written);
• At least 2+ years of experience in Customer Support, SaaS Support, or Technical Support, preferably supporting complex technical solutions;
• Strong Excel skills, including VLOOKUP, reporting, and data analysis;
• Excellent problem-solving abilities with a customer-first mindset;
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment;
• High attention to detail and accuracy in managing customer information;
• Experience with CRM systems;
• Commitment to delivering high-quality customer service and meeting performance targets;
• Personal laptop or computer (at least 8GB of RAM) and a stable internet connection (minimum 50 Mbps download and 40 Mbps upload).

Preferred:

• Experience with Zendesk;
• An analytical mindset with the ability to identify patterns, solve problems, and suggest improvements.

Benefits and Perks

• Flexible schedule;
• Inclusive international environment;
• Compensation in USD;
• Good bonuses for referring friends;
• Paid intensive training and probation;
• Work-life balance;
• Responsive management interested in your growth and long-lasting cooperation;
• Greenhouse conditions for self-development.