Technical Support Consultant, Fluent English

🕒 6 dias atrás

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SupportYourApp

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

💼 Consultoria

📦 Logística

📣 Marketing

💰 Venture Round em 2017-10

Consulting • Logistics • Marketing

SupportYourApp é uma empresa de atendimento ao cliente terceirizado, fundada originalmente em Kyiv, Ucrânia, e hoje com atuação global em mais de 7 localidades. Com uma década de experiência, é especializada em oferecer atendimento ao cliente 24/7/365, em mais de 60 idiomas, para mais de 250 empresas no mundo todo. A SupportYourApp é dedicada a elevar a satisfação dos clientes, entregando suporte empático e profissional em diversos canais de comunicação. Seus serviços são integrados a um sistema QCRM desenvolvido sob medida e estão em conformidade com padrões de segurança como PCI/DSS e ISO/IEC 27001:2013. A empresa é parceira de gigantes de tecnologia como Calm, MacPaw e SplitIt, oferecendo soluções de suporte escaláveis que incluem atendimento ao cliente, suporte técnico e terceirização de back-office.

Descrição

• Deliver outstanding technical support via chats and emails; • Lead high-volume customer onboarding sessions via video calls; • Attend regular engineering planning sessions to stay informed on upcoming releases, migrations and product changes; • Prepare and lead recurring support retrospectives, identifying customer trends and helping Engineering prioritize improvements; • Review AI chatbot conversations and optimize Inkeep rules, workflows and responses to improve support quality; • Maintain and improve customer-facing documentation and self-service resources in GitBook; • Improve support systems and processes, including Zendesk workflows, automations and Linear ticket management; • Run recurring support retrospectives and surface trends for prioritization and improvement; • Create and maintain structured tickets and contribute to workflow improvements in Zendesk and Linear; • Review and optimize Inkeep (AI chatbot) conversations, adjusting rules, flows, and content to continuously improve automated responses.

🎯 Requisitos

• Excellent English communication skills (at least C1 for both spoken and written) • At least 1–2 years of proven experience in a Technical Support role • Experience translating technical issues for non-technical users (high EQ) • Experience reproducing and troubleshooting complex technical issues using browser tools, logs, and changelogs • Solid understanding of engineering workflows, including releases, migrations, and potential user impact • Ability to clearly distinguish product bugs from user environment issues and third-party limitations • Experience escalating incidents with structured documentation (impact, timeline, reproduction steps) • Experience reading logs (e.g, Jason) in tools like Grafana • Familiarity with marketplace or reselling platforms • AI-first mindset, using AI tools to reduce repetitive work and improve support efficiency • Hands-on experience with Zendesk and Linear (or similar ticket-tracking systems) • Strong organizational skills, including tracking patterns, running retrospectives, and turning insights into actionable feedback • Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

🏖️ Benefícios

• Flexible schedule • Opportunity to cooperate fully remote • Inclusive international environment • Compensation in USD • 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