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

SupportYourApp; Lisboa; On-site; EUR 17,454 - 23,272; Full time

Benefits offered by this job

Fixed schedule

Work fully remotely

Inclusive international environment

Compensation per ticket

Rewards for referring friends

Job summary

A global support service provider in Lisbon is seeking a Customer Support Consultant to handle inbound inquiries and provide support for tech clients. Candidates should be fluent in both German and English with at least 6–12 months of experience in customer support. This role offers the flexibility of working remotely, a fixed schedule, and a compensation model based on tickets handled, promoting a proactive and supportive work culture.

Qualifications

• 6–12 months of experience in customer support.
• Availability for night shifts.
• Comfortable under a per-ticket compensation model.

Responsibilities

• Handle inbound customer inquiries during designated hours.
• Provide on-call support via calls and chats.
• Troubleshoot hardware-related issues for customers.

Skills

Fluency in German

Fluency in English

Strong analytical thinking

Positive attitude

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.