SaaS Customer Support Consultant - Remote Night Shift

SupportYourApp

Santiago

Remote

CLP 58,594,000 - 78,125,000

Full time

3 days ago

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Benefits offered by this job

Remote work

USD compensation

Referral rewards

Flexible schedule

Growth opportunities

No time tracking

Job summary

SupportYourApp is seeking a SaaS Customer Support Consultant to join our global team, delivering expert English-language support in a remote LATAM setting. You will handle emails and calls, diagnose issues, and collaborate with Product and Engineering to improve the customer experience.

The role requires strong English skills, SaaS support experience, and familiarity with Zendesk or similar platforms. This is a full-time remote position with USD compensation and flexible leadership focused on

Qualifications

Excellent English skills (C2) required.
Previous SaaS/software technical support experience required.
Experience with Zendesk or similar ticketing systems.
Strong troubleshooting and problem-solving skills.
Clear, empathetic communication with customers essential.
Excellent multitasking and time-management abilities.

Responsibilities

Deliver outstanding customer support via emails and calls.
Diagnose, troubleshoot and triage customer-reported issues to resolution or escalation.
Respond to inquiries with clear, timely solutions, focusing on Tier 1 requests.
Manage open support cases and track unresolved issues.
Escalate complex/high-priority issues to appropriate teams.
Provide status updates to customers and stakeholders.
Document troubleshooting steps, root causes and resolutions.
Collaborate with Product, Engineering and Customer Success to improve experience.