(Fluent English) Technical Support Consultant, QA & Bug Management (remotel at SupportYourApp

Bogotá, Bogota D.C., Colombia -

Full Time

Start Date

Immediate

Expiry Date

13 May, 26

Salary

0.0

Posted On

12 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, QA, Bug Management, Chat Support, Email Support, Call Support, Twilio, Google Log Explorer, Azure Logs, API Analysis, Data Model Analysis, HTTP Status Codes, Browser Console Logs, Troubleshooting, Documentation, KPI Management

Industry

IT Services and IT Consulting

Description

Who are we? SupportYourApp is a global 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 Technical 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: Provide front-line technical support to customers via chats, emails, and call; Handle multiple concurrent chat sessions without mixing up details or delaying responses; Synthesize customer issues into clear reports for tier 2 support when necessary; Leverage tools such as Twilio, Google Log Explorer, Azure Logs, and internal systems to identify, replicate, and troubleshoot issues; Troubleshoot issues rapidly, especially during critical failures or outages affecting multiple sites; Analyze APIs and data models to detect incorrect values or inconsistencies; Inspect web applications, including browser console logs and HTTP status codes (200, 404, 500), to identify problems; Develop and maintain support documentation, FAQs, and training materials; Participate in QA and bug management processes; Maintain deep understanding of client solutions and meet KPI. What you need to succeed in this role: Excellent English communication skills (at least C1-C2 level); Experience troubleshooting web applications and understanding APIs and data models; Ability to quickly analyze logs, system behavior, and technical issues; Knowledge of HTTP status codes and browser developer tools; Familiarity with support technologies like Twilio, Google Log Explorer, and Azure Logs; Ability to decipher vague complaints and formulate actionable solutions; Strong analytical thinking and research skills; 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: Fixed schedule (Monday-Friday, 10 AM - 7 PM, GMT-3); 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 1300+ 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.

Responsibilities

The consultant will provide front-line technical support via chats, emails, and calls, handling multiple sessions concurrently and synthesizing customer issues into clear reports for tier 2 support when needed. Responsibilities also include leveraging various log tools to troubleshoot issues, analyzing APIs and data models, inspecting web applications, and participating in QA and bug management processes.