(fluent Croatian & English) Technical Support Consultant (remote)

Who we are?

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 a Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. 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:

• Deliver outstanding customer support via chats and emails;
• Accurately record and document incidents, service requests, and relevant customer information in the CRM system, Jira;
• Assess and prioritize incidents according to their urgency, impact, and defined procedures;
• Escalate incidents to the appropriate internal departments or support levels when required;
• Build strong and lasting customer relationships;
• Keep up with evolving tools and technology;
• Handle sensitive customer data with care and security;
• Maintain deep understanding of client solutions and meet  KPI;
• Communicate with developers and cross-functional specialists. 

What you need to succeed in this role:

• Fluent Croatian and English (at least C1 for both spoken and written);
• At least 1 year of proven experience in remote and/or on-site (field) technical support;
• Practical experience troubleshooting and supporting Microsoft Windows operating systems, including Windows XP, Vista, 7, 8, 8.1, 10, and 11;
• Experience providing support and installing, configuring, and troubleshooting antivirus software and personal firewalls;
• Experience supporting Microsoft Outlook and common web browsers;
• Experience installing and configuring internet and network connections, including ADSL, cable, LAN, Wi-Fi, and 3G service;
• Experience providing office software support to users (Word, Excel, Access, PowerPoint);
• Working knowledge of Windows, macOS, Android, and iOS environments;
• Analytical and research skills;
• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Will be a plus: 

• Linux knowledge. 

Benefits:

• Flexible schedule;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your development and long-lasting cooperation;
• 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.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

So if you're a proactive Support Specialist 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!

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

Know someone perfect for the role? Refer them and get rewarded!

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.

Internal code: 3YP