(fluent English) Telecom Customer Support Consultant (remotely)

Location: Mexico City, Mexico; San José, Costa Rica; Kingston, Jamaica; Skopje, North Macedonia; Tangier, Morocco; Astana, Kazakhstan 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: Handle customer support requests via emails, phone calls and chats, delivering a high-quality customer experience for both B2B and B2C customers; Diagnose and resolve common issues related to customer accounts, the platform, software, and basic connectivity in a structured and methodical way; Log, track, and update support tickets, ensuring that ticket status, solutions, and next steps are communicated clearly and on time; Identify issues that require escalation to second- or third-line support teams, provide clear and relevant context, and apply lessons learned from resolved cases; Contribute to support guides and the internal knowledge base to help the team resolve recurring issues more efficiently; Maintain deep understanding of client solutions and meet KPI; Communicate with developers and cross-functional specialists. What you need to succeed in this role: Excellent English communication skills (C1 for both spoken and written); 1+ year of experience IT support, customer service, or a helpdesk environment is a must; Strong written and verbal communication skills, with the ability to explain technical topics clearly and in a friendly, accessible way Problem-solving mindset, curiosity, and willingness to investigate issues; Basic IT knowledge, including Windows, macOS, web browsers, and general networking concepts; Basic understanding of telecommunications, including service activation, coverage issues, and simple troubleshooting for wireless subscriptions; Ability to manage multiple support tickets simultaneously, prioritize effectively, and remain calm under pressure; Collaborative team player with a positive, proactive, and service-oriented attitude; Positive, proactive and responsible attitude; Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload). Benefits: Flexible schedule; Opportunity to cooperate fully remotely; Inclusive international environment; Compensation in USD; Rewards for referring friends; Balance between project workload and personal time, but also – internal health policy; Responsive leadership interested in your development and long-lasting cooperation; Greenhouse conditions for self-development; A culture built on trust, with no time-tracking requirements. *The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected. You can learn more about the company and its culture by visiting our official website and social pages on Facebook , Instagram , and LinkedIn . So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us! Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp. Know someone perfect for the role? Refer them and get rewarded! We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law. Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice .