SupportYourApp is hiring a
Technical Support Consultant, Remote - Ecuador

Summary

The job description is for a Technical Support Consultant role at SupportYourApp, a multinational company providing secure technical, customer support, and CX services. The role involves handling customer inquiries, identifying email phishing, managing the ticketing system, troubleshooting issues, documenting interactions, and collaborating with T2 and SOC Analysts. The position requires excellent English language skills, knowledge of cybersecurity concepts, experience in technical/customer support (preferably in the cybersecurity field), strong troubleshooting skills, a personal laptop or computer, and a stable internet connection.

Requirements

• Excellent English language (at least C1 for both spoken and written)
• Knowledge of cybersecurity concepts and email phishing
• Experience in technical / customer support (preferably in the cybersecurity field)
• Strong troubleshooting skills
• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

Responsibilities

• Act as the initial point of contact for customers, addressing inquiries, technical issues, and requests promptly and professionally
• Identify and classify email phishing
• Monitor and manage the ticketing system, ensuring all customer interactions are tracked and resolved efficiently while adhering to SLA’s
• Provide expert guidance and troubleshooting to customers, guiding them through technical processes and resolving issues to their satisfaction
• Assist in documenting customer interactions and common solutions to improve knowledge sharing within the team
• Collaborate with T2 and SOC Analysts to contribute to cybersecurity incident management

Preferred Qualifications

• Experience with Zendesk or similar CRM systems (Salesforce)
• Technical background

Benefits

• Flexible schedule
• Opportunity to work remotely
• Creative and unique art offices
• Inclusive international environment
• Compensation in USD
• Good bonuses for referring friends
• Paid intensive training and probation
• Mind-blowing corporate events and social activities
• Work-life balance
• Responsive management interested in your growth and long-lasting cooperation
• Greenhouse conditions for self-development