Customer Support Consultant - Remote

About the role

SupportYourApp, a global Intelligent Support-as-a-Service provider, is looking for a Customer Support Consultant to deliver Level-1 technical support by phone, email and chat for a Swedish telecom software company, serving both B2B and B2C customers. The role is full-time, short-term with the possibility of long-term cooperation, and can be done fully remotely from home.

Key responsibilities

• Resolve common issues across accounts, the platform, software and basic connectivity
• Troubleshoot wireless subscription issues, including activation, coverage and basic service problems
• Log, track and update support tickets so status, fixes and next steps are clear and on time
• Escalate complex issues to the 2nd or 3rd line teams with clear context
• Contribute to support guides and the knowledge base
• Work within agreed response and resolution targets, prioritizing by urgency and impact
• Keep customers informed throughout with patience and empathy

Required profile

• Excellent English (C2) spoken and written
• Previous experience in IT support, customer service or a helpdesk role
• Ability to explain technical things simply, in writing and over the phone
• Strong problem-solving skills and the ability to handle several tickets at once under pressure
• Personal laptop or computer (Windows 11, macOS Sequoia or newer, or Linux, at least 8 GB RAM) and a stable internet connection (minimum 50 Mbps download, 40 Mbps upload), plus a backup power/internet solution for at least 4 hours

Required skills

• Basic IT knowledge: Windows, macOS, web browsers and general networking
• Basic telecom knowledge: activation, coverage issues and simple wireless troubleshooting
• Plus: B2B or B2C support experience, familiarity with ticketing tools such as Zendesk, and a background in telecom, mobile or SaaS products

What we offer

• Flexible schedule and balance between project workload and personal time
• Short-term role with the possibility of long-term cooperation
• Full-time engagement, fully remote, with inclusive international environment
• Compensation in USD, rewards for referring friends, and an internal health policy
• Responsive leadership, growth opportunities and no time-tracking requirements