SupportYourApp is looking for an On-Demand Customer Support Consultant to provide support for a tech company's outdoor camera equipment. This fully remote role involves handling inbound customer inquiries during designated evening and night shifts, ensuring customer satisfaction through various channels.
What You'll Do
- Handle inbound customer inquiries, managing approximately 18–20 tickets during designated evening shift hours.
- Provide on-call support, responding to customer calls and chats as they arrive.
- Document cases clearly and escalate complex issues to the internal L2 Support Team.
- Follow internal procedures and standard operating protocols.
- Collaborate with internal teams to ensure efficient issue resolution.
- Troubleshoot hardware-related issues for customers using outdoor camera equipment.
- Handle sensitive customer data with care and security.
- Apply modern customer service practices to enhance customer happiness.
- Maintain a deep understanding of client solutions and meet key performance indicators.
- Communicate with developers and cross-functional specialists.
What We're Looking For
- Fluency in German and English (C1 or higher), both spoken and written.
- At least 6–12 months of experience in a customer support role.
- Availability to work consistent night shift hours (CET).
- Comfort working under a per-ticket compensation model.
- Strong analytical thinking and research skills.
- A positive, proactive, and responsible attitude.
- A personal computer with at least 8GB of RAM and a stable internet connection (minimum 50 Mbps download / 40 Mbps upload).
Benefits & Compensation
- A fixed schedule for consistent work hours.
- The role can be combined with other activities or roles.
- Opportunity to cooperate fully remotely.
- An inclusive international environment.
- Compensation paid in USD per ticket.
- Rewards for referring friends.
- A balance between project workload and personal time, supported by an internal health policy.
- Responsive leadership interested in your development and long-lasting cooperation.
- Greenhouse conditions for self-development.
- A culture built on trust, with no time-tracking requirements.
Work Mode
This is a fully remote, global position. You will be working from your own location on a consistent evening/night shift schedule.
We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.
