Technical Support Consultant (fluent Croatian & English, remote)

Stack

Responsibilities

• ▹Deliver outstanding customer support via chats and emails
• ▹Accurately record incidents, service requests and customer information in the CRM system and Jira
• ▹Assess and prioritize incidents according to 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 KPIs
• ▹Communicate with developers and cross-functional specialists

Requirements

• ▹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 supporting, 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
• ▹Experience providing office software support (Word, Excel, Access, PowerPoint)
• ▹Working knowledge of Windows, macOS, Android and iOS environments
• ▹Analytical and research skills
• ▹Personal laptop or computer (at least 8 GB of RAM) and a stable internet connection (minimum 50 Mbps download and 40 Mbps upload)

Nice to have

• ▹Linux knowledge

Soft skills

What we offer

• ▹Flexible schedule
• ▹Opportunity to work fully remotely
• ▹Inclusive international environment
• ▹Compensation in USD
• ▹Rewards for referring friends
• ▹Balance between project workload and personal time, internal health policy
• ▹Responsive leadership interested in your development
• ▹A culture built on trust, with no time-tracking requirements

About the company

SupportYourApp is a global Intelligent Support-as-a-Service provider that has partnered with tech companies such as MasterCard, Calm and MacPaw in 30+ countries since 2010, supporting clients in 60 languages.