(Fluent English) Customer Support Consultant, SaaS

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 a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes. What you will do: Respond to customer email inquiries in accordance with established service level agreements; Handle billing-related questions, account management requests, cancellations, and disputes; Identify customer needs and provide effective, solution-oriented support; Troubleshoot technical products and applications to help customers resolve issues; Provide general product information and respond to sales-related inquiries when needed; Manage open support cases, ensuring unresolved issues are actively tracked and updated; Follow up with customers in a timely manner to ensure all issues are resolved; Escalate complex or high-priority issues to the appropriate team when needed; Communicate status updates proactively to customers and in