SupportYourApp
More roles at SupportYourApp(fluent English) Application Support Specialist (EU, remote)
Remote role where the employee must remain based in a particular country.
Listed for Bulgaria
From the listing details: Source listing states candidate location: "Sofia, Bulgaria, Sofia, Sofia City Province, Bulgaria, Sofia, Sofia City Province, Bulgaria, Remote"
Employer listed it yesterday · Added 10 days ago
First listed 10 days ago and still open.
Salary
Not stated
Location
Listed for Bulgaria
Timezone
Not stated
Contract
Contract
Experience
Mid
Category
Customer Support
The employer did not publish a salary, and we have too few comparable roles to estimate one.
What the advert says
Quoted word for word from the employer's advert. Where it says nothing, we say so.
- Working hours
Fixed schedule: Monday–Friday, 9 AM–5 PM GMT+2;
- Where you can work from
Based in the EU and willing to complete a criminal background check.
- Contract
- Not mentioned in the advert
- Experience asked for
- Not mentioned in the advert
- Pay
Compensation in USD;
Remote flexibility
Work from home
This is a remote role, but the employee must be based in Bulgaria. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "Sofia, Bulgaria, Sofia, Sofia City Province, Bulgaria, Sofia, Sofia City Province, Bulgaria, Remote"
- Job description states: "Based in the EU and willing to complete a c"
What Nomaders makes of it
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
Before you apply
Questions worth asking: Nomaders interpretation
- The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.
Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.
About the role
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.
Requirements
- ·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;
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;
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at SupportYourApp, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 11d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
Pay not stated · You'll be taken to the employer's careers page.