Customer Support Consultant, English C1
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Job Description
Remote Customer Support Consultant handling chat and email inquiries for a cloud file-sharing platform. Resolving billing, account, login, and product issues for SupportYourApp.
Responsibilities:
- Communicate with customers of a cloud-based file-sharing platform via chat and email while following internal SLAs
- Resolve billing, how-to-use, account, and login inquiries
- Escalate unresolved tickets to the client’s internal team in a timely manner
- Reproduce reported issues to determine whether they affect multiple users
- Research solutions when information is lacking
- Follow internal Guidelines/SOPs when handling tickets and communicating internally
- Log bugs, create bug reports, and maintain feedback and bug-reporting boards
- Share improvement suggestions and flag unusual product behavior or inefficient processes
- Contact the Team Lead when needing help with procedures or specific tickets
Requirements:
- Customer support experience of 1+ year, including experience writing professional, well-structured emails
- Experience providing professional high-quality customer support via chat and email
- Experience with CRM or Customer Support Systems (e.g., Zendesk, Intercom, Gorgias)
- Experience working in professional environments with strict guidelines and KPIs
- Excellent writing and communication skills in English (C1), attentive to proofreading and aware of proper email structure
- Practical technical literacy and a natural drive to test, investigate, and resolve issues; no programming or coding background required
- Ability to learn fast and follow precise procedures
- Customer-oriented mindset
- Proactivity, enthusiasm, and a desire to share and receive feedback
- Adaptability and common sense
- Attention to detail, with a tendency to do your work thoroughly
- Openness to internal reassignments between the project’s sub-teams
- Readiness for a short-term cooperation of 3 or 6 months, and openness to long-term cooperation after the period expires
- Stable internet connection (minimum 50 Mbps download / 40 Mbps upload)
- Technical experience, especially being comfortable with testing and digging to the core of the issue, is a plus
- Experience with Zendesk is a plus
- Experience with iOS/Android devices is a plus
- Being comfortable communicating a lot and sharing suggestions and feedback on potential improvements is a plus
Benefits:
- Schedule: full-time, Sunday to Thursday, 16:00–00:00, or Wednesday to Sunday, 08:00–16:00 (GMT-5)
- 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
- Potential referral reward
- Specific compensation, benefits, and work conditions defined in the agreement if selected
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