Remote SaaS Support Consultant (English)

Supportyourapp-1; Puerto Bogotá; Remote; COP 168,481,000 - 220,321,000; Full time

Benefits offered by this job

Flexible schedule

Fully remote work environment

USD payments

Referral rewards program

Healthy work-life balance

Growth and learning opportunities

No time-tracking culture

Job summary

SupportYourApp is seeking a Customer Support Consultant to join our global team and deliver high-quality L1 assistance across multiple projects. You will troubleshoot software issues, triage requests, and escalate where needed, while staying updated on product changes and contributing to knowledge base improvements.

The role emphasizes strong English communication, 1+ year in customer support, and the ability to manage tasks across channels.

Qualifications

• Excellent English skills (C1) spoken and written.
• At least 1 year of experience in a customer support role.
• Experience providing support and troubleshooting for software.
• Ability to prioritize tasks according to urgency and communication channel.
• Customer service-oriented approach and good communication skills.
• Strong attention to detail and organizational skills.
• Strong problem-solving and adaptability skills.
• Personal laptop with 8GB RAM and stable internet connection (50 Mbps download / 40 Mbps upload).

Responsibilities

• 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.

Skills

English C1

Customer support

Troubleshooting

Prioritization

Communication

Attention to detail

Problem solving

Adaptability

Tools

CRMs / ticketing systems

Job description

SupportYourApp is seeking a Customer Support Consultant to join our global team and deliver high-quality L1 assistance across multiple projects. You will troubleshoot software issues, triage requests, and escalate where needed, while staying updated on product changes and contributing to knowledge base improvements.

The role emphasizes strong English communication, 1+ year in customer support, and the ability to manage tasks across channels.