Technical support associate for SaaS

Описание:
Support Your App  is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like Master Card, Calm and Mac Paw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. Join our community as a Technical Support Associate 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.

Handle support requests by email and chat, and join occasional customer calls to review issues live;
Provide Tier 1 and Tier 2 support: troubleshoot, reproduce issues, and elevate complex cases;
Diagnose issues using internal tools, logs, configuration files, and databases;
Escalate to engineering, delivery, sales, or customer service, and keep customers updated on escalated cases;
Handle routine configuration maintenance and test customer configuration changes;
Help customers understand the platform, its best practices, and its limits so they can solve issues on their own;
Monitor chatbot workflows and suggest improvements

Excellent English communication skills (at least C1 for both spoken and written); 1-3 years of experience in customer support, ideally in SaaS or a technical environment;
Excellent written and verbal communication skills, with a professional and empathetic approach;
Strong organizational skills and attention to detail. You can juggle multiple tasks and priorities without losing track;
An analytical mindset and a knack for recognizing patterns in support data;
Hands-on experience with Zendesk and Jira;
Confidence working with technical tools and admin interfaces;
Practical experience using generative AI to improve operational workflows and customer-facing work;
Personal computer (at least 8

Gb of RAM) with a stable internet connection (minimum 50 Mbps-download and 40 Mbps-upload) Будет плюсом:
Background in software development, APIs, or another technical role

Fixed schedule:
Monday-Friday: 09 AM-5 PM CDT;
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