Remote SaaS Support Consultant — Customer Advocate

SupportYourApp

Sur

Remote

COP 134,684,000 - 211,647,000

Full time

6 hours ago

Be an early applicant

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Benefits offered by this job

Fully remote work environment

USD compensation

Inclusive international team

Referral bonuses

No time-tracking

Professional growth and development

Trust-based culture

Job summary

SupportYourApp is seeking a proactive SaaS Customer Support Consultant to deliver high-quality support via email and phone for clients worldwide. The role emphasizes troubleshooting, rapid escalation when needed, and close collaboration with Product, Engineering and Customer Success teams.

A strong English proficiency and experience with Zendesk are essential. You will work remotely in an international environment, handling Tier 1 inquiries and contributing to a positive customer experience with

Qualifications

Excellent English skills at C2 level for spoken and written communication.
Previous experience in SaaS, software, or technical customer support is required.
Experience using ticketing systems such as Zendesk or similar platforms.
Strong troubleshooting and problem-solving abilities.
Ability to manage tasks to completion with a sense of urgency.
Clear, professional, and empathetic customer communication.

Responsibilities

Deliver outstanding customer support via emails and calls.
Diagnose, troubleshoot and triage customer issues through resolution or escalation.
Respond to inquiries with clear, timely solutions, focusing on Tier 1 requests.
Manage open support cases and update unresolved issues.
Escalate complex/high-priority issues to appropriate teams.
Proactively communicate status updates to customers and stakeholders.
Document steps, root causes, and feedback to support knowledge sharing.