SupportYourApp

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

Support Engineer

• 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 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 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

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