SupportYourApp

Support Engineer

• Deliver outstanding customer support via emails and chat
• Resolve customer’s inquiries related to billing, how-to-use, technical issues and bugs
• Create reports to maintain feedback up to date
• Escalate complex issues to engineers as needed
• Build strong and lasting customer relationships
• Keep up with evolving tools and technology
• Handle sensitive customer data with care and security
• Apply the latest and greatest customer happiness practices
• Maintain deep understanding of client solutions and meet KPI

Technical Support Consultant, Fluent English

• Deliver outstanding technical support via chats, emails and tickets
• Managing troubleshooting processes related to cloud-based and SaaS applications
• Triage and prioritize support tickets based on severity, impact and urgency
• Reproduce incidents in test or staging environments to identify root causes and support faster resolution
• Gather and document all relevant information needed to investigate and resolve customer issues
• Escalate unresolved or high-priority incidents to internal teams while ensuring SLA compliance
• Proactively identify, reproduce, and manage incidents in test or staging environments to support faster resolution
• Contribute to continuous improvement by documenting solutions, creating knowledge base articles and analysing customer feedback and complaints
• Keep up with evolving tools and technology
• Handle sensitive customer data with care and security
• Apply the latest and greatest customer happiness practices
• Maintain deep understanding of client solutions and meet KPI
• Communicate with other teams

L2 Technical Support Consultant, Native Portuguese, English C1

Customer Support

• Deliver outstanding customer support via emails and calls;
• Follow internal procedures and SOPs;
• Collaborate with internal teams to ensure efficient issue resolution;
• Handle sensitive customer data with care and security;
• Apply the latest and greatest customer happiness practices;
• Maintain deep understanding of client solutions and meet KPI;
• Communicate with developers and cross-functional specialists.

Customer Support Consultant, Fluent German & English

• Deliver outstanding customer support via phone and email;
• Manage incoming tickets, investigate issues and ensure timely follow-ups;
• Provide first-level troubleshooting and escalate complex cases when needed;
• Guide customers through software workflows, settings and configuration screens using documented procedures;
• Support customers with how-to questions and common accounting workflows;
• Coordinate with internal specialists regarding escalated cases;
• Maintain accurate ticket documentation and contribute to knowledge base updates;
• Keep up with evolving tools, processes and product updates;
• Handle sensitive customer data with care and security;
• Maintain deep understanding of client solutions and meet KPI;
• Communicate with developers and cross-functional specialists.

Customer Support Consultant, Native Dutch, English C1

• Deliver outstanding technical support via chats, emails and tickets;
• Managing troubleshooting processes related to cloud-based and SaaS applications;
• Triage and prioritize support tickets based on severity, impact and urgency;
• Reproduce incidents in test or staging environments to identify root causes and support faster resolution;
• Gather and document all relevant information needed to investigate and resolve customer issues;
• Escalate unresolved or high-priority incidents to internal teams while ensuring SLA compliance;
• Proactively identify, reproduce, and manage incidents in test or staging environments to support faster resolution;
• Contribute to continuous improvement by documenting solutions, creating knowledge base articles and analysing customer feedback and complaints;
• Keep up with evolving tools and technology;
• Handle sensitive customer data with care and security;
• Apply the latest and greatest customer happiness practices;
• Maintain deep understanding of client solutions and meet KPI;
• Communicate with other teams;

Technical Support Consultant, Native Portuguese and English C1

QA Engineer

• Develop comprehensive test plans based on functional and technical specifications to ensure complete coverage
• Create, maintain, and execute detailed manual test cases using Zephyr integrated with JIRA
• Actively participate in daily squad stand-ups, sprint planning, reviews, and retrospectives in an Agile environment
• Log, track, and manage defects in JIRA, verify fixes, and coordinate retesting activities to ensure quality resolution
• Validate user stories and tickets to confirm compliance with defined acceptance criteria before release
• Apply a Shift-Left testing approach by engaging early in the development lifecycle and collaborating closely with Product Owners and Development teams
• Partner with Frontend engineers to transition manual test scenarios into automated test scripts using Cucumber, Gherkin, and Playwright
• Contribute to CI/CD pipelines by enhancing automated test coverage and supporting reliable, stable deployments
• Perform and support network, performance, smoke, and visual regression testing in production and customer-facing environments

QA Engineer, Fluent English

• Deliver outstanding technical support via emails and phone calls;
• Troubleshoot complex technical issues;
• Provide technical support with networking, cloud products;
• Escalate incidents clearly, including impact, timeline, and reproduction steps;
• Ensure smooth troubleshooting for customer events, while working closely with internal teams.

Cloud Support Engineer, Fluent English

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• Deliver outstanding technical support via emails and chats
• Build strong and lasting customer relationships
• Keep up with evolving tools and technology
• Handle sensitive customer data with care and security
• Apply the latest and greatest customer happiness practices
• Maintain deep understanding of client solutions and meet KPI
• Communicate with developers and cross-functional specialists

Technical Support Consultant, VPS & Trading

• Deliver outstanding customer support via phone calls, chats, and emails;
• Manage day-to-day guest communication and ensure a smooth guest experience;
• Ensure the operational success of our guest services and maintain high levels of guest satisfaction;
• Manage day-to-day guest communication, ensuring timely, professional, and consistent responses across various platforms;
• Monitor and respond to messages during key hours, particularly around critical booking periods such as arrivals and departures;
• Coordinate with cleaning and maintenance teams to ensure smooth operations, resolving any issues efficiently;
• Handle guest concerns from start to full resolution, escalating when necessary to ensure guest satisfaction;
• Use internal tools (Hostaway, Duve, Turno, AppSheet) to manage reservations, tasks, and guest information accurately;
• Process booking modifications, including extensions, date changes, and special requests promptly;
• Evaluate and manage refund requests in line with company policies and guidelines, following up to ensure timely resolution.

Customer Support Consultant, English, French, Hospitality

• Deliver outstanding customer support via phone calls, chats, and emails;
• Address customer inquiries (check-ins, access issues) and resolve incidents (e.g., A/C issues, neighbour complaints);
• Assist with support ticket backlog and ensure timely resolutions;
• Build strong and lasting customer relationships;
• Keep up with evolving tools and technology;
• Handle sensitive customer data with care and security;
• Apply the latest and greatest customer happiness practices;
• Maintain deep understanding of client solutions and meet KPI;
• Support internal teams to resolve operational challenges.

SupportYourApp

Technical Support Consultant, Fluent English

L2 Technical Support Consultant, Native Portuguese, English C1

Customer Support Consultant, Fluent German & English

Customer Support Consultant, Native Dutch, English C1

Technical Support Consultant, Native Portuguese and English C1

QA Engineer, Fluent English

Technical Support Consultant, Fluent English

Technical Support Consultant, Fluent English

Cloud Support Engineer, Fluent English

Cloud Support Engineer, Fluent English

Cloud Support Engineer, Fluent English

Technical Support Consultant, VPS & Trading

Customer Support Consultant, English, French, Hospitality

Customer Support Consultant, English C1, Native Spanish

Customer Support Consultant, Native French, English C1