(Fluent English) Technical Support Consultant (Remote)

Tunisia·TunisRemoteContractmid

Customer SuccessTechnical Support

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Overview

Who are we? SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard,

Technical Tools

Customer SuccessTechnical Support

~1 min read

→Deliver outstanding technical support via emails and video calls;
→Collaborate with internal teams to investigate and resolve customer issues efficiently;
→Represent the company by ensuring a positive customer experience throughout the issue resolution process;
→Develop strong product knowledge to provide accurate guidance and support;
→Assist customers with customized reports and analysis using data visualization tools;
→Monitor and troubleshoot connection issues using internal and external tools;
→Maintain detailed records of customer interactions, troubleshooting steps, and resolutions within the support ticketing system;
→Escalate complex technical issues to engineering teams when required to ensure timely resolution;
→Maintain deep understanding of client solutions and meet KPI.

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Excellent English skills (at least C1 for both spoken and written);
3-5 years of experience in customer and technical support role is a must;
Proven knowledge of the payments ecosystem mechanisms;
Ability to troubleshoot using databases & other technical tools;
Excellent customer-facing skills to ensure a positive customer experience;
Strong analytical thinking and research skills;
Ability to identify when an escalation to the Engineering team is required;
Positive, proactive and responsible attitude;
Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 45 Mbps–download and 20 Mbps–upload).