L2 Technical Support Agent, Fluent English

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SupportYourApp

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

📡 Telecommunications

💰 Venture Round on 2017-10

B2B • SaaS • Telecommunications

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

• Deliver outstanding technical support via emails, phone calls and chats; • Take ownership of technical issues reported by customers and triage them as needed; • Analyze and resolve customer inquiries containing technical issues or feedback; • Follow procedures for proper escalation to relevant internal teams and key stakeholders; • Maintain accurate records of failures, maintenance activities, and bugs; • Contribute to and maintain the company’s support knowledge base and related documentation; • Ensure compliance with the company’s Service Level Agreements (SLAs);

🎯 Requirements

• Excellent English communication skills (C1 for both spoken and written) • At least 1–2 years of proven experience in a Technical Support Engineer or Product Support Engineer role • Hands-on experience with Windows and Linux operating systems • Tech-savvy with hands-on experience in hardware troubleshooting • Solid understanding of hardware and software interactions • Experience working with logs and performing data analysis • Strong troubleshooting and problem-solving abilities • Customer-oriented and responsible attitude • Excellent interpersonal skills • Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

🏖️ Benefits

• Flexible schedule • Opportunity to cooperate fully remotely • 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