Remote L1 Technical Support Consultant

Supportyourapp-1; Pretoria; À distance; ZAR 691 000 - 1 086 000; Plein temps

Avantages offerts par ce poste

Remote work

USD compensation

International environment

No time-tracking

Referral rewards

Professional development

Résumé du poste

SupportYourApp is seeking a Technical Support Consultant to deliver high-touch support for enterprise clients. You will handle multi-channel tickets, assist with cloud platform access, and collaborate with client IT teams to ensure smooth setups.

Strong English communication and a solid background in technical support are essential. This remote role offers an international environment, USD compensation, and a focus on long-term collaboration with leadership devoted to development and flexible

Qualifications

• Excellent English communication skills (C1) in spoken and written form.
• Previous experience in a technical support role for software/ SaaS / platform.
• Understanding of basic cloud concepts (SaaS, cloud-hosted vs installed, access permissions).
• Structured troubleshooting: scope, gather details, reproduce, escalate with clear info.
• Hands-on experience with ticketing systems, managing queues, priorities, SLAs, internal notes.
• Hands-on experience with Zendesk.

Responsabilités

• Troubleshoot access, configuration, and connectivity issues on a cloud-based, AI-driven data security platform.
• Investigate reported issues, document findings, escalate unresolved cases.
• Review system behavior to identify causes of issues.
• Provide clear guidance to clients and internal teams based on findings.
• Assist client IT teams with platform setup and access configuration.
• Keep clients informed about status and manage expectations.
• Manage ticket queue in Zendesk by urgency and SLA.
• Track recurring issues and share insights to improve product and client experience.
• Provide high-touch, multi-channel technical support (email, tickets, live sessions) to enterprise clients.

Connaissances

English C1

Technical support

Troubleshooting

Customer focus

Communication

Outils

Zendesk

Ticketing systems

Description du poste

SupportYourApp is seeking a Technical Support Consultant to deliver high-touch support for enterprise clients. You will handle multi-channel tickets, assist with cloud platform access, and collaborate with client IT teams to ensure smooth setups.

Strong English communication and a solid background in technical support are essential. This remote role offers an international environment, USD compensation, and a focus on long-term collaboration with leadership devoted to development and flexible