SupportYourApp is a global Intelligent Support-as-a-Service provider delivering secure customer and technical support across 60 languages for clients in various industries. This remote-only Technical Support Consultant role is based in Vršac, Serbia.
What you will do: - Deliver outstanding technical support via chat and email - 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 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 customer happiness practices - Maintain deep understanding of client solutions and meet KPIs
SupportYourApp is a global Intelligent Support-as-a-Service provider delivering secure customer and technical support across 60 languages for clients in various industries. This remote-only Technical Support Consultant role is based in Vršac, Serbia.
What you will do: - Deliver outstanding technical support via chat and email - 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 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 customer happiness practices - Maintain deep understanding of client solutions and meet KPIs
What you need to succeed: - Excellent English communication skills (C1 for speaking and writing) - 1–2 years of proven experience in a Technical Support role - Experience translating technical issues for non-technical users - 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 - Abilit
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What you need to succeed: - Excellent English communication skills (C1 for speaking and writing) - 1–2 years of proven experience in a Technical Support role - Experience translating technical issues for non-technical users - 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 - Abilit
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Based on: Technical Support Consultant
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