Technical support associate for SaaS

SupportYourApp; United States; Remote; USD 42,000 - 64,000; Full time

Job summary

SupportYourApp Global ищет специалиста технической поддержки на краткосрочное сотрудничество с возможным продолжением. Вы будете обрабатывать запросы по email и чату, участвовать в звонках и обеспечивать Tier 1 и Tier 2 поддержку, диагностику и эскалацию.

Требования: отличный английский (C1), 1–3 года опыта в SaaS/технической среде, навыки Zendesk/Jira, опыт использования генеративного ИИ для оптимизации процессов и внимательность к деталям.

Qualifications

• Отличное владение английским языком (C1) как устной, так и письменной формы.
• 1–3 года опыта в поддержке SaaS или технической среде.
• Умение работать с Zendesk и Jira; базовые навыки работы с ИИ.
• Способность анализировать данные поддержки и распознавать паттерны.

Responsibilities

• Обрабатывать запросы по email и чату, участвовать в звонках.
• Обеспечивать Tier 1 и Tier 2 поддержку, диагностировать и эскалировать проблемы.
• Диагностировать проблемы с использованием внутренних инструментов, логов и баз данных.
• Эскалировать в инженерию, доставку, продажи или службу поддержки и информировать клиента.
• Вносить настройки конфигураций и тестировать изменения.
• Помогать клиентам понять платформу, лучшие практики и ограничения.
• Следить за рабочими процессами чат-ботов и предлагать улучшения.

Skills

English (C1)

Zendesk

Jira

Generative AI

Аналитическое мышление

Многозадачность

Tools

Zendesk

Jira

Job description

Описание: SupportYourApp is a global Intelligent 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. Join our community as a Technical Support Associate on a short-term basis, with the potential to continue into a long-term collaboration. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach.

Задачи:

Handle support requests by email and chat, and join occasional customer calls to review issues live; Provide Tier 1 and Tier 2 support: troubleshoot, reproduce issues, and elevate complex cases; Diagnose issues using internal tools, logs, configuration files, and databases; Escalate to engineering, delivery, sales, or customer service, and keep customers updated on escalated cases; Handle routine configuration maintenance and test customer configuration changes; Help customers understand the platform, its best practices, and its limits so they can solve issues on their own; Monitor chatbot workflows and suggest improvements

Требования:

Excellent English communication skills (at least C1 for both spoken and written); 1-3 years of experience in customer support, ideally in SaaS or a technical environment; Excellent written and verbal communication skills, with a professional and empathetic approach; Strong organizational skills and attention to detail. You can juggle multiple tasks and priorities without losing track; An analytical mindset and a knack for recognizing patterns in support data; Hands-on experience with Zendesk and Jira; Confidence working with technical tools and admin interfaces; Practical experience using generative AI to improve operational workflows and customer-facing work; Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps-download and 40 Mbps-upload) Будет плюсом: Background in software development, APIs, or another technical role

Условия:

Fixed schedule: Monday-Friday: 09 AM-5 PM CDT; Opportunity to cooperate fully remotely; Inclusive international environment; Compensation in USD; Balance between project workload and personal time; Responsive leadership interested in your development; Greenhouse conditions for self-development; A culture built on trust, with no time-tracking requirements