Remote SaaS Customer Support Specialist

SupportYourApp; Bogotá; Remote; COP 32,541,000 - 50,619,000; Full time

Benefits offered by this job

Flexible schedule

Remote work

USD compensation

Referral rewards

Work-life balance

Growth opportunities

Trust-based culture

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Excellent English (C1)

1 year experience

Software troubleshooting

SaaS support experience

CRM/ticketing systems

Tools

CRM systems

Ticketing platforms

Job description

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.