L1 Technical Support Consultant, English C1

🔥 2 hours ago

🇿🇦 South Africa – Remote

⏳ Contract/Temporary

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 17%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SupportYourApp

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📦 Logistics

📣 Marketing

💰 Venture Round on 2017-10

Consulting • Logistics • Marketing

SupportYourApp is an outsourced customer service company originally founded in Kyiv, Ukraine, and now operating globally in over 7 locations. With a decade of expertise, it specializes in providing 24/7/365 third-party customer service in more than 60 languages to over 250 businesses worldwide. SupportYourApp is dedicated to enhancing customer satisfaction by delivering empathetic and professional support across various communication channels. Their services are integrated into a custom-built QCRM system and compliant with security standards such as PCI/DSS & ISO/IEC 27001:2013. The company partners with tech giants like Calm, MacPaw, and SplitIt, offering scalable support solutions that include customer service, tech support, and back-office outsourcing.

📋 Description

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

🎯 Requirements

• Excellent English communication skills (at least C1 for both spoken and written) • Previous experience in a technical support role supporting a technical product (software, SaaS, app, or platform) • Understanding of basic cloud concepts (SaaS, cloud-hosted vs. installed software, user access and permissions) and common issues in cloud-based products • Structured troubleshooting skills: confirming the scope of an issue, gathering details, reproducing the problem, and escalating with complete and clear information • Hands-on experience with ticketing systems, including managing queues, priorities, SLAs, and internal notes • Hands-on experience with Zendesk • Tech-savvy, with the ability to learn new products, tools, and processes quickly • Customer-oriented and responsible attitude • Excellent interpersonal skills • 2+ years of experience in a Technical Support, Application Support, or Technical Account Management role handling B2B software environments (a plus) • Familiarity with cloud platforms such as AWS, Azure, Microsoft 365, or Google Workspace (a plus) • Understanding of cloud architecture (SaaS/IaaS), network basics, and enterprise access controls (a plus) • Experience using centralized logging tools to investigate connectivity or permission issues (a plus)

🏖️ Benefits

• Fixed schedule: Sunday to Thursday, from 11PM to 7AM at EDT, or Monday to Friday, from 4PM to 12AM at EDT • Opportunity to cooperate fully remotely • Inclusive international environment • Compensation in USD • Rewards for referring friends • Balance between project workload and personal time • Internal health policy • Responsive leadership interested in your development and long-lasting cooperation • Greenhouse conditions for self-development • Culture built on trust, with no time-tracking requirements • Potential benefits and conditions may vary depending on engagement terms; independent contractors may not be eligible for all employee benefits • Specific compensation, benefits, and work conditions defined in the agreement if selected

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