(German & English) Customer Support Agent (Per Ticket Model, fully remote)

SupportYourApp; Madrid; Remote; EUR 116,000 - 231,000; Full time

Benefits offered by this job

Fixed schedule

Remote work opportunity

Inclusive international environment

Rewards for referring friends

Responsive leadership for development

No time-tracking

Job summary

A leading support service provider in Madrid is seeking a Customer Support Consultant to handle customer inquiries and provide on-call support during the evening shift. Candidates should be fluent in German and English, have experience in customer support, and be comfortable working under a per-ticket compensation model. This role offers a fixed schedule and the opportunity to work fully remotely in a multicultural environment.

Qualifications

• 6–12 months experience in customer support.
• Ability to work night shifts on a consistent schedule.
• Strong personal computer with stable internet connection.
• Comfort with a per-ticket compensation model.
• Strong analytical thinking and research skills.
• Positive, proactive and responsible attitude.
• Stable computer with minimum 8 GB RAM and good internet.

Responsibilities

• Handle inbound customer inquiries during evening shift hours.
• Provide on-call support responding to calls and chats.
• Document cases and escalate complex issues to internal teams.
• Troubleshoot hardware-related issues for customers.
• Collaborate with internal teams to resolve issues.
• Troubleshoot hardware‑related issues for outdoor camera equipment.
• Protect customer data and comply with security practices.
• Apply customer happiness practices and meet KPIs.
• Maintain understanding of client solutions and communicate with developers.

Skills

Fluency in German

Fluency in English

Analytical thinking

Proactive attitude

Research skills

Responsible

Night shift availability

Remote work

Job description

Who we are?

SupportYourApp is a global 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:

• Handle inbound customer inquiries (around 18-20 tickets) during designated evening shift hours (COT)
• Provide on‑call support, responding to calls and chats as they come in
• Document cases clearly and escalate complex issues to the internal L2 Support Team when needed
• Follow internal procedures and SOPs
• Collaborate with internal teams to ensure efficient issue resolution
• Troubleshoot hardware‑related issues for customers using outdoor camera equipment
• Handle sensitive customer data with care and security
• Apply the latest and greatest customer happiness practices
• Maintain deep understanding of client solutions and meet KPI
• Communicate with developers and cross‑functional specialists

What you need to succeed in this role:

• Fluency in German and English (C1 or higher), both spoken and written
• At least 6‑12 months of experience in customer support
• Availability to work night shift hours (CET) on a consistent schedule
• Comfortable working under a per‑ticket compensation model
• Strong analytical thinking and research skills
• Positive, proactive and responsible attitude
• Personal computer (at least 8 GB of RAM) with a stable internet connection (minimum 50 Mbps‑download and 40 Mbps‑upload)

Benefits and Perks:

• Fixed schedule
• The role can be combined with other activities or roles
• Opportunity to cooperate fully remotely
• Inclusive international environment
• Compensation in USD per ticket
• Rewards for referring friends
• Balance between project workload and personal time, but also - internal health policy
• Responsive leadership interested in your development 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. So if you’re a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don’t miss this opportunity and send us your CV in English to collaborate with us! Over 1300+ specialists already deliver exceptional customer experiences collaborating with SupportYourApp. Know someone perfect for the role? Refer them and get rewarded!

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.