(fluent German) Customer Support Consultant, Broadband Diagnostics (remote)

Who we are?

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 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:

• Deliver outstanding customer support via phine calls and emails;
• Support customers with basic network connectivity issues, including Wi-Fi and Ethernet troubleshooting;
• Identify root causes of technical problems and provide clear, step-by-step solutions to non-technical users;
• Document issues, resolutions, and troubleshooting steps accurately in the system;
• Escalate complex or unresolved issues to the appropriate teams when needed;
• Handle sensitive customer data with care and security;
• Communicate with developers and cross-functional specialists.

What you need to succeed in this role:

• Excellent German (C1/C2 both spoken and written) level and English B2+/C1
• Basic understanding of Wi-Fi and Ethernet connectivity;
• Ability to troubleshoot common connectivity issues;
• Strong organizational skills with the ability to manage and prioritize multiple requests effectively;
• Attention to details
• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Will be a great plus:

• Experience in customer or technical support role;

Benefits:

• Fixed schedule: Monday to Friday, 10 AM–6 PM, CET
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Work-life balance;
• 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.