(fluent English) Application Support Specialist (EU, remote)
At a glance
Mid-level IT Support & Helpdesk role at SupportYourApp. Remote, Bulgaria · contract.
Pay not stated IT Support & Helpdesk salary
remoteroles summary, based on the employer's posting.
What you'll do
- Handle Zendesk tickets and meet agreed response times, while keeping customers posted on request progress
- Capture screenshots, software versions, reproduction steps, and expected versus actual behavior before investigating issues
- Try basic fixes and reproduce problems in test systems, then route difficult cases to L2, QA, developers, or product teams
- Answer routine questions from user guides, and coordinate requested changes or features with internal teams
- Open bug records in Azure DevOps and identify ways to improve Zendesk workflows
What you bring
- You have customer support experience, preferably with B2B SaaS or software, and strong hands-on Zendesk knowledge
- You communicate well in spoken and written English and can document technical details clearly
- You understand ticket handling, service-level commitments, escalation routes, and support workflows
- You are based in the EU and are willing to complete a criminal background check
- You have a computer with at least eight gigabytes of RAM and internet speeds of at least fifty Mbps down and forty Mbps up
Who this fits
This mid-level contractor role suits someone who can take ownership of customer requests and investigate software issues independently. It is fully remote within the EU, with a Monday to Friday schedule from 9 AM to 5 PM GMT+2. The work centers on first-line customer support, with complex issues passed to specialist teams.
From the employer
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 an L1 Customer Support Specialist today and support an innovative FinTech company that develops software for depositary banks, fund administrators, and other financial institutions — all while enjoying your home office. Become the bridge between business clients and technical teams, help shape support processes from the ground up, and grow your skills in cooperation with our People First management approach. Excited? Let’s see what it takes.
What you will do:
- Monitor and manage incoming tickets in Zendesk;
- Provide first responses within agreed SLAs;
- Collect issue details, including screenshots, software versions, steps to reproduce, and expected versus actual results;
- Perform basic troubleshooting and reproduce issues in testing environments;
- Answer common questions using documentation and user guides;
- Escalate complex issues to L2, QA, developers, or product teams and follow up until resolution;
- Coordinate change and feature requests with internal teams;
- Keep customers informed about the progress of their requests;
- Create and track bug tickets in Azure DevOps;
- Suggest improvements to support workflows and Zendesk processes.
What you need to succeed in this role:
- Excellent English communication skills (spoken and written);
- Experience in customer support, preferably B2B SaaS or software support, is a must;
- Strong practical knowledge of Zendesk;
- Familiarity with Fintech;
- Understanding of ticket management, SLAs, escalation procedures, and support workflows;
- Tech-savvy, confident navigating software platforms and learning new systems;
- Ability to collect and document technical information clearly;
- Proactive, independent, and persistent attitude with strong ownership of customer requests;
- Based in the EU and willing to complete a criminal background check.
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).
Will be a great plus:
- FinTech or financial software experience;
- General understanding of financial products and operations;
- Experience with Azure DevOps;
- Experience reproducing software bugs;
- Experience improving Zendesk workflows, macros, or automations;
- Knowledge of SaaS environments and software releases.
Benefits:
- Fixed schedule: Monday–Friday, 9 AM–5 PM GMT+2;
- Opportunity to work fully remotely within the EU;
- 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.
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