(English C1) Customer Support Consultant (Remote, LATAM)

SupportYourApp; Bogotá; A distancia; COP 32.541.000 - 50.619.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible schedule

Remote work

USD compensation

Referral rewards

Work-life balance

Growth opportunities

Trust-based culture

Descripción de la vacante

SupportYourApp is seeking a Customer Support Consultant to deliver L1 support across phone, chat, and email, performing basic software troubleshooting, triaging requests, and escalating issues to the right teams. You will stay current with product changes and help improve the knowledge base.

Working from home with a flexible schedule and a focus on high-quality customer service, you’ll thrive in a multilingual, global environment and contribute to customer success.

Formación

• Excellent English skills (C1) in spoken and written form.
• At least 1 year of experience in a customer support role.
• Experience providing support and troubleshooting for software.
• Ability to prioritize tasks by urgency and channel.
• Customer service orientation with strong communication skills.
• Attention to detail and organizational skills.

Responsabilidades

• Provide L1 customer support via phone, chat, and email.
• Perform basic troubleshooting of software issues and guide customers to quick solutions.
• Triage customer support requests across multiple projects.
• Escalate specific cases to appropriate representatives per procedures.
• Stay updated on product and process changes and provide feedback to improve knowledge base.
• Research when information is missing and proactively seek solutions.

Conocimientos

Excellent English (C1)

1 year experience

Software troubleshooting

SaaS support experience

CRM/ticketing systems

Herramientas

CRM systems

Ticketing platforms

Descripción del empleo

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:

• Provide L1 customer support via phone, chat, and email;
• Perform basic troubleshooting of software issues and guide customers toward quick solutions;
• Triage customer support requests across multiple projects;
• Escalate specific types of cases to the appropriate representatives following established procedures;
• Stay on top of product and process updates and provide feedback to improve the knowledge base;
• Conduct research when information is missing and proactively look for solutions.

What you need to succeed in this role:

• Excellent English skills (C1 for both spoken and written);
• At least 1 year of experience in a customer support role;
• Previous experience providing support and troubleshooting for software;
• The ability to prioritize tasks according to their urgency and communication channel;
• A customer service-oriented approach and good communication skills;
• Strong attention to detail and organizational skills;
• Strong problem-solving and adaptability skills;
• Commitment to delivering high-quality customer service and meeting performance targets;
• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Will be a great plus:

• Experience supporting SaaS products;
• Previous experience providing customer support via phone calls, chat, and email;
• Experience using CRMs or ticketing systems and similar support platforms.

Benefits:

• Schedule: Flexible;
• 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 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.

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.