(English C1) Technical Support Associate (remotely)

Who are we?

Join our community as a Technical Support Associate on a short-term basis, with the potential to continue into a long-term collaboration. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach.

Excited? Let’s see what it takes 💛

What you will do:

• Handle support requests by email and chat, and join occasional customer calls to review issues live;
• Provide Tier 1 and Tier 2 support: troubleshoot, reproduce issues, and escalate complex cases;
• Diagnose issues using internal tools, logs, configuration files, and databases;
• Escalate to engineering, delivery, sales, or customer service, and keep customers updated on escalated cases;
• Handle routine configuration maintenance and test customer configuration changes;
• Help customers understand the platform, its best practices, and its limits so they can solve issues on their own;
• Monitor chatbot workflows and suggest improvements.

What you need to succeed in this role:

• Excellent English communication skills (at least C1 for both spoken and written);
• 1–3 years of experience in customer support, ideally in SaaS or a technical environment;
• Excellent written and verbal communication skills, with a professional and empathetic approach;
• Strong organizational skills and attention to detail. You can juggle multiple tasks and priorities without losing track;
• An analytical mindset and a knack for recognizing patterns in support data;
• Hands-on experience with Zendesk and Jira;
• Confidence working with technical tools and admin interfaces;
• Practical experience using generative AI to improve operational workflows and customer-facing work;
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Will be a great plus:

• Background in software development, APIs, or another technical role.

Benefits:

• Fixed schedule: Monday–Friday: 09 AM–5 PM CDT;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Balance between project workload and personal time;
• Responsive leadership interested in your development;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

So if you're a proactive Technical Support Associate who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us!