Customer Support Consultant

SupportYourApp

What you will do:

• Provide prompt and accurate support by resolving tickets according to procedures and quality standards;
• Follow guidelines for tone, accuracy, escalation paths, and ticket categorization;
• Document all user interactions clearly and professionally in the support platform;
• Complete daily supplemental tasks (e.g., knowledge reviews, internal communication, reporting);
• Maintain a strong understanding of workflows, updates, and service goals;
• Meet or exceed KPIs and performance metrics consistently;
• Reach out to the Team Lead when facing challenges with procedures or tickets;
• Communicate openly about availability, workload, and scheduling concerns;
• Contribute to a positive and supportive team environment;
• Follow assigned shift schedules.

What you need to succeed in this role:

• Excellent written and verbal communication skills in English;
• Strong attention to detail and commitment to high-quality support;
• Ability to work independently while following procedures and expectations;
• Reliability in meeting schedules and deadlines;
• Proactive mindset toward learning and continuous improvement;
• Flexibility and adaptability to changes in processes, tools, and expectations;
• Previous experience in email-based customer service;
• Experience using Zendesk;
• Familiarity with KPIs and performance targets;
• Ability to handle 80 100 tickets per shift;
• Strong troubleshooting skills;
• Fast learner with a tech-savvy mindset;
• Experience with QA processes;
• Access to an Android or Apple device (for account sign-in);
• Backup power supply to ensure uninterrupted work.