Technical Support Consultant, SaaS

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

📋 Description

• Provide customer support and manage service requests through email and phone, including occasional remote assistance.

• Deliver Tier 1 and Tier 2 support, troubleshoot product behaviors, replicate reported issues, and escalate more complex problems.

• Examine internal tools, automated logs, customer configuration files, and databases to effectively triage and diagnose issues.

• Relay issues to the appropriate team while remaining the customer's primary point of contact for updates on progress, impact, and resolutions.

• Conduct routine, low-complexity configuration maintenance within pre-approved parameters.

• Assist with delivery tasks, including testing modifications to customer configurations.

• Serve as a product expert, elucidating platform capabilities, limitations, and self-service options.

• Oversee automated chatbot workflows and propose enhancements.

• Work collaboratively with other teams to address complex issues and elevate the customer experience.

⛳️ Requirements

• Proficient in English (C1 level for both spoken and written communication).

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

• Familiarity with ticketing systems such as Zendesk, Jira, or similar support platforms.

• Comfortable navigating technical tools or administrative interfaces.

• Experience leveraging AI to improve internal operational workflows and enhance customer-facing deliverables.

• Strong troubleshooting and problem-solving abilities.

• Analytical mindset with proficiency in recognizing patterns and trends within customer support data.

• Capability to manage multiple tasks and priorities at once.

• Dedication to providing high-quality customer service and achieving performance goals.

• Personal laptop or computer with a minimum of 8GB of RAM.

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

• Experience in software development, APIs, or other technical roles is an advantage.

🏝️ Benefits

• This is a full-time role: Monday–Friday, from 10AM to 6PM (GMT+2).

• Opportunity to work fully remotely.

• Inclusive international workplace.

• Compensation provided in USD.

• Incentives for referring friends.

• Balance between project responsibilities and personal time, along with a comprehensive internal health policy.

• Engaged leadership focused on your professional development and long-term collaboration.

• Opportunities for personal growth in a supportive environment.

• A trust-based culture with no time-tracking requirements.

• Specific benefits and working conditions outlined in the agreement; eligibility may vary for independent contractors.