(fluent English, IT Infrastructure) Technical Support Consultant (remote)

Who we are?

SupportYourApp is a global 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 Technical 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 outstanding technical support via calls, chats and emails
• Troubleshoot network connectivity issues (LAN/WLAN) and support basic network setup
• Resolve printer and peripheral issues (drivers, connectivity, basic maintenance)
• Diagnose and resolve hardware and software issues on desktops, laptops, and mobile devices
• Document support activities in ticketing systems and escalate complex cases when required
• Build strong and lasting customer relationships
• Keep up with evolving tools and technology
• Handle sensitive customer data with care and security
• Apply the latest and greatest customer happiness practices
• Maintain deep understanding of client solutions and meet KPI
• Communicate with other teams

What you need to succeed in this role:

• Excellent English skills (at least C1 for written and verbal communication)
• Minimum 2 - 3 years of Technical Support experience
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP)
• Troubleshoot hardware, software, network connectivity (LAN/WLAN), password resets, MFA, and email access issues
• Working knowledge of Microsoft 365 (including administration)
• Experience with NinjaOne CRM
• Ability to determine severity levels and impact of incidents
• Service-minded personality
• Customer-oriented approach
• Strong analytical and problem-solving skills
• Positive, adaptable, proactive and responsible attitude
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

Will be a great plus:

• Experience with Zendesk, Hubspot, or similar
• Browser Console logs debugging/investigation
• Familiarity with IT ticketing systems and remote support tools
• IT certifications such as: CompTIA A+, Microsoft 365, Similar IT certifications

Benefits:

• Fixed schedule: Sunday to Saturday, 9AM - 5PM (CST / GMT-6 Time).
• Opportunity to cooperate fully remotely
• Inclusive international environment
• Compensation in USD
• Rewards for referring friends
• Balance between project workload and personal time, but also – internal health policy
• Responsive leadership interested in your development 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 1300+ 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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