Job 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 Customer 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 Level-1 technical support via phone, email and chat for a Swedish telecom software company, serving both business (B2B) and individual (B2C) customers;
- Diagnose and resolve common issues across accounts, the platform, software and basic connectivity;
- Troubleshoot wireless subscription issues, including activation, coverage and basic service problems;
- Log, track and update support tickets so that status, fixes and next steps are always communicated clearly and on time;
- Recognize when an issue needs the 2nd or 3rd line teams and escalate it with clear context;
- Contribute to support guides and the knowledge base to help the team solve recurring issues faster;
- Work within agreed response and resolution targets, prioritizing tickets by urgency and impact;
- Keep customers informed throughout, delivering support with patience and empathy.
What you need to succeed in this role:
- Excellent English skills (C2 for both spoken and written);
- Previous experience in IT support, customer service or a helpdesk role;
- The ability to explain technical things in a simple, friendly way, both in writing and over the phone;
- Basic IT knowledge: Windows, macOS, web browsers and general networking concepts;
- Basic telecom knowledge, such as activation, coverage issues and simple troubleshooting for wireless subscriptions;
- Strong problem-solving skills and the curiosity to dig in and find answers;
- The ability to handle several tickets at once and prioritize under pressure;
- Strong interpersonal skills and a positive, proactive, team-player attitude;
- A personal laptop or computer (Windows 11 licensed, MacOS Sequoia or newer, or Linux; at least 8 GB of RAM) and a stable internet connection (minimum 50 Mbps download and 40 Mbps upload), plus a backup power/internet solution for at least 4 hours.
Will be a great plus:
- Experience supporting B2B customers and their end users, or working in a B2C support environment;
- Familiarity with ticketing tools (e.g., Zendesk) and knowledge base platforms;
- Background in telecom, mobile or SaaS products.
Benefits:
- Flexible schedule;
- Length of service: short-term role, with the possibility of long-term cooperation;
- Full-time engagement;
- Opportunity to cooperate fully remotely;
- Inclusive international environment;
- Compensation in USD;
- Rewards for referring friends;
- Balance between project workload and personal time, plus an 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.
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We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.
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