What you will do:

• Provide technical support via email and chat in a professional and efficient manner;
• Troubleshoot product issues and guide customers through solutions step-by-step;
• Identify whether an issue is related to the bulb, app, connectivity, setup, or user configuration;
• Ask the right questions to understand and diagnose the problem;
• Follow troubleshooting procedures while also using good judgment when the situation isn't covered by a standard process;
• Document customer interactions and troubleshooting steps clearly;
• Escalate complex or unresolved technical issues when necessary;
• Provide a positive, patient, and professional customer experience;
• Manage multiple conversations efficiently while maintaining accuracy and quality.

What you need to succeed in this role:

• Excellent English communication skills (at least C1 for both spoken and written);
• At least 1 year of experience in technical customer support role;
• Previous video support experience would be plus;
• Tech-savvy mindset;
• Strong troubleshooting and problem-solving skills, with the ability to investigate issues and find effective solutions;
• Critical thinking and strong common sense, with a practical and analytical approach to resolving customer issues;
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps download and 40 Mbps upload).

Benefits:

• Flexible schedule: 2 days off and 5 working shifts from Sunday to Saturday , covering one of the following shifts: 6AM 2PM or 4 8AM 4PM (EDT);
• 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.

So if you're a proactive Technical Support Consultant 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 .

Desired Candidate Profile

Excellent English communication skills (at least C1 for both spoken and written);

At least 1 year of experience in technical customer support role;

Previous video support experience would be plus;

Tech-savvy mindset;

Strong troubleshooting and problem-solving skills, with the ability to investigate issues and find effective solutions;

Critical thinking and strong common sense, with a practical and analytical approach to resolving customer issues;

Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps download and 40 Mbps upload).