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.
Local
São Paulo - SP
Remoto
Responsabilidades
- Take full ownership of user inquiries, handling cases from first response to final resolution;
- Remotely diagnose connectivity and app-related issues to provide step-by-step guidance to users;
- Manage "on-the-spot" urgent scenarios occurring at physical stations, requiring fast situational awareness;
- Execute quick actions regarding refunds, escalations, and compensations based on project guidelines;
- Deliver clear and concise support via chat and email while maintaining a customer-centric, empathetic approach;
- Keep up with evolving tools and technology;
- Handle sensitive customer data with care and security;
- Apply the latest and greatest customer happiness practices;
- Maintain deep understanding of client solutions and meet KPI;
- Communicate with developers and cross-functional specialists.
Requisitos
- Excellent English skills (at least C1 for both spoken and written);
- At least 1 year of experience in technical support is a must;
- Strong understanding of mobile app troubleshooting (login, payment, bugs);
- Knowledge of Bluetooth connectivity and app permissions;
- Familiarity with Intercom, live chat platforms, and internal monitoring dashboards.
- Excellent writing and communication skills;
- Ability to learn and follow precise procedures;
- Strong analytical thinking and research skills;
- Positive, proactive and responsible attitude;
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).
Diferenciais
- Fixed Schedule: Wednesday – Sunday, 5 PM – 1 AM UTC;
- 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.
Benefícios
- Opportunity to cooperate fully remotely;
- 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.
Carga horária
Wednesday – Sunday, 5 PM – 1 AM UTC
Sobre a empresa
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.
Benefícios Adicionais
- 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
WhatsApp