SupportYourApp is a global Intelligent Support-as-a-Service provider delivering secure customer and technical support for technology companies worldwide. We are seeking a Technical Support Consultant to join our remote team based in Skopje, North Macedonia.

What you will do: - Deliver outstanding technical support via chats and emails - Manage customer support tickets and maintain a 24-hour response SLA - Attend regular engineering planning sessions to stay informed on upcoming releases, migrations and product changes - Prepare and lead recurring support retrospectives, identify customer trends, and help 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 - Keep up with evolving tools and technology - Handle sensitive customer data with care and security - Apply best practices in customer happiness - Maintain deep understanding of client solutions and meet KPI

SupportYourApp is a global Intelligent Support-as-a-Service provider delivering secure customer and technical support for technology companies worldwide. We are seeking a Technical Support Consultant to join our remote team based in Skopje, North Macedonia.

What you will do: - Deliver outstanding technical support via chats and emails - Manage customer support tickets and maintain a 24-hour response SLA - Attend regular engineering planning sessions to stay informed on upcoming releases, migrations and product changes - Prepare and lead recurring support retrospectives, identify customer trends, and help 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 - Keep up with evolving tools and technology - Handle sensitive customer data with care and security - Apply best practices in customer happiness - Maintain deep understanding of client solutions and meet KPI