Technical Support Associate, English C1

This is a fully remote position, open to applicants in Kazakhstan, +5 more countries.

📋 Description

• Manage support inquiries via email and chat, and participate in occasional customer calls to address issues in real time.

• Deliver both Tier 1 and Tier 2 support services.

• Diagnose, replicate, and escalate intricate cases as necessary.

• Identify issues utilizing internal tools, logs, configuration files, and databases.

• Forward cases to engineering, delivery, sales, or customer service teams when needed.

• Keep customers informed about the status of their escalated cases.

• Perform routine configuration maintenance tasks.

• Test modifications to customer configurations.

• Assist customers in understanding the platform, along with its best practices and limitations.

• Monitor chatbot workflows and propose enhancements.

⛳️ Requirements

• Exceptional English communication abilities (minimum C1 level for both spoken and written).

• 1–3 years of experience in customer support, preferably within a SaaS or technical setting.

• Outstanding written and verbal communication skills, exhibiting a professional and empathetic demeanor.

• Strong organizational capabilities and meticulous attention to detail.

• Capacity to juggle multiple tasks and prioritize effectively.

• Analytical mindset with the ability to discern patterns in support data.

• Practical experience with Zendesk and Jira.

• Confidence in utilizing technical tools and administrative interfaces.

• Hands-on experience applying generative AI to enhance operational workflows and customer-facing tasks.

• Personal computer equipped with a minimum of 8 GB of RAM.

• Reliable internet connection with at least 50 Mbps download and 40 Mbps upload speeds.

• Background in software development, APIs, or another technical field is advantageous.

🏝️ Benefits

• Fixed working hours: Monday–Friday, from 09 AM to 5 PM CDT.

• Opportunity to work fully remotely.

• Inclusive and diverse international work environment.

• Compensation offered in USD.

• Balanced approach to project workload and personal time.

• Supportive leadership focused on your professional development.

• Nurturing environment for self-improvement.

• A culture based on trust, with no requirements for time tracking.

• Possibility of transitioning from a short-term engagement to a long-term collaboration.

• Referral bonuses available.

• Some benefits and conditions may apply specifically to employees; independent contractors may not qualify for all benefits.