(fluent English) Application Support Specialist (EU, remote)
我们是谁？支持 YourApp 是一个全球智能服务支持领导者，自2010年以来与 MasterCard,Calm 和 MacPaw 等科技公司以及行业领袖合作在30多个国家提供安全的客户和技术支持。我们运营在全球范围内，支持客户60种语言跨越各种行业。你有机会成为世界领先的 SaaS,软件或硬件解决方案的一部分吗？今天加入我们的社区作为应用程序支持专家并支持创新型 FinTech 公司，为存款银行，基金管理员和其他金融机构开发软件同时享受你的家庭办公室。成为业务客户和技术团队之间的桥梁，从头开始塑造支持流程，并与我们的"人先管理方法"合作培养技能。激动？让我们看看需要什么。你将做些什么：· 在 Zendesk 中监测和管理接入门票；·在达成的 SLA 内提供首次回应；·收集问题细节，包括截图，软件版本，复制步骤以及预期结果与实际结果；·执行基本故障解决和复制试验环境中的问题；·使用文档和用户指南回答常见的问题；· 升级复杂的问题到 L2,QA,开发人员或产品团队并跟踪到解决；· 与内部团队协调变化和功能请求；· 让客户了解他们的要求进展；· 在 Azure DevOps 创建和追踪错误门票；·建议支持工作流程和 Zendesk 进程的改进。你需要在这个角色中取得成功的是什么：· 优秀的英语沟通技能 （口头和书面）; · 客户支持，最好是 B2B SaaS 或软件支持方面的经验是必不可少的；· 强大的实践知识对 Zendesk; ·熟悉 Fintech; ·理解门票管理，SLA,升级程序和支持工作流动；·技术熟练，自信的软件平台和学习新系统；· 能够清晰收集和记录技术信息；· 有主动，独立和持久态度，对客户请求有强烈的权力；· 总部位于欧盟并愿意完成犯罪背景调查。· 一台个人电脑 （至少8Gb 内存）与稳定的互联网连接 （最低50 Mbps 下载和40 Mbps 上传）.将是一个很好的优势：· 金融科技或财务软件经验；· 一般情况下
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Who are we?
SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?
Join our community as an Application Support Specialist today and support an innovative FinTech company that develops software for depositary banks, fund administrators, and other financial institutions — all while enjoying your home office. Become the bridge between business clients and technical teams, help shape support processes from the ground up, and grow your skills in cooperation with our People First management approach. Excited? Let’s see what it takes.
What you will do:
- Monitor and manage incoming tickets in Zendesk;
- Provide first responses within agreed SLAs;
- Collect issue details, including screenshots, software versions, steps to reproduce, and expected versus actual results;
- Perform basic troubleshooting and reproduce issues in testing environments;
- Answer common questions using documentation and user guides;
- Escalate complex issues to L2, QA, developers, or product teams and follow up until resolution;
- Coordinate change and feature requests with internal teams;
- Keep customers informed about the progress of their requests;
- Create and track bug tickets in Azure DevOps;
- Suggest improvements to support workflows and Zendesk processes.
What you need to succeed in this role:
- Excellent English communication skills (spoken and written);
- Experience in customer support, preferably B2B SaaS or software support, is a must;
- Strong practical knowledge of Zendesk;
- Familiarity with Fintech;
- Understanding of ticket management, SLAs, escalation procedures, and support workflows;
- Tech-savvy, confident navigating software platforms and learning new systems;
- Ability to collect and document technical information clearly;
- Proactive, independent, and persistent attitude with strong ownership of customer requests;
- Based in the EU and willing to complete a criminal background check.
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).
Will be a great plus:
- FinTech or financial software experience;
- General understanding of financial products and operations;
- Experience with Azure DevOps;
- Experience reproducing software bugs;
- Experience improving Zendesk workflows, macros, or automations;
- Knowledge of SaaS environments and software releases.
Benefits:
- Fixed schedule: Monday–Friday, 9 AM–5 PM GMT+2;
- Opportunity to work fully remotely within the EU;
- Inclusive international environment;
- Compensation in USD;
- Rewards for referring friends;
- Balance between project workload and personal time, but also – 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.
*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.
You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.
So if you're a proactive Support Specialist 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.
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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.
Originally posted on Himalayas