(fluent English) Application Support Specialist (EU, remote)

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?

Join our community as an Application Support Specialist today and support an innovative FinTech company that develops software for depositary banks, fund administrators, and other financial institutions — all while enjoying your home office. Become the bridge between business clients and technical teams, help shape support processes from the ground up, and grow your skills in cooperation with our People First management approach. Excited? Let’s see what it takes.

• →Monitor and manage incoming tickets in Zendesk;
• →Provide first responses within agreed SLAs;
• →Collect issue details, including screenshots, software versions, steps to reproduce, and expected versus actual results;
• →Perform basic troubleshooting and reproduce issues in testing environments;
• →Answer common questions using documentation and user guides;
• →Escalate complex issues to L2, QA, developers, or product teams and follow up until resolution;
• →Coordinate change and feature requests with internal teams;
• →Keep customers informed about the progress of their requests;
• →Create and track bug tickets in Azure DevOps;
• →Suggest improvements to support workflows and Zendesk processes.

• Excellent English communication skills (spoken and written);
• Experience in customer support, preferably B2B SaaS or software support, is a must;
• Strong practical knowledge of Zendesk;
• Familiarity with Fintech;
• Understanding of ticket management, SLAs, escalation procedures, and support workflows;
• Tech-savvy, confident navigating software platforms and learning new systems;
• Ability to collect and document technical information clearly;
• Proactive, independent, and persistent attitude with strong ownership of customer requests;
• Based in the EU and willing to complete a criminal background check.
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

• FinTech or financial software experience;
• General understanding of financial products and operations;
• Experience with Azure DevOps;
• Experience reproducing software bugs;
• Experience improving Zendesk workflows, macros, or automations;
• Knowledge of SaaS environments and software releases.