Who we are? 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 (30 hours/week) 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 emails, chats and calls; - Follow internal procedures and SOPs; - Collaborate with internal teams to ensure efficient issue resolution; - Handle sensitive customer data with care and security; - Apply the latest and greatest customer happiness practices; - Maintain deep understanding of client solutions and meet KPI; - Communicate with developers and cross-functional specialists. What you need to succeed in this role: - Fluency in German and English (C1 or higher), both spoken and written; - At least 6-12 months of experience in customer support; - 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 and Perks: - Flexible, rotating 6-hour shifts on Saturday and Sunday: 4 PM – 10 PM and 10 PM – 4 AM (Suriname time); - Opportunity to work fully remote; - Inclusive international environment; - Compensation in USD; - Good bonuses for referring friends; - Paid intensive training and probation; - Work-life balance; - Responsive management interested in your growth and long-lasting cooperation; - Greenhouse conditions for self-development. *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.

• Assist employees with self-service tasks, including direct deposit setup, W-2 retrieval, and tax form updates. • Process verification of employment requests accurately and ensure compliance with company policies. • Support onboarding audits by sending new hire documents, tracking completion, and ensuring I-9 compliance and data accuracy. • Conduct weekly HR audits, validate payroll updates, troubleshoot Paylocity inquiries, and respond to escalations. • Identify workflow improvements and recommend solutions to streamline HR processes. • Handle personnel action changes, including job title updates, pay rate adjustments, and department transfers in Paylocity, ensuring accurate effective dates and approvals. • Conduct monthly HR audits and compliance checks. • Verify employee benefit classifications, deductions, and cost center assignments to ensure accuracy.

• Provide support via email, phone, and chat • Troubleshoot moderately complex issues related to, but not limited to: Workflow configuration, User permissions and role structures, Data inconsistencies, System behavior within defined platform functionality, Ordering and purchase order (PO) issues, Inventory discrepancies and quantity mismatches, Invoice and billing-related inquiries, Vendor and punchout integration issues. • Analyze issues to identify root cause within the application and determine appropriate resolution or escalation. • Recreate reported issues in test environments when necessary. • Collaborate with Tier 0 to ensure accurate ticket intake, escalation, and knowledge transfer. • Update and maintain knowledge base articles and support documentation. • Identify recurring issues and recommend improvements to documentation or processes. • Escalate confirmed system defects or integration issues to Tier 2 with clear and thorough documentation. • Assist with configuration adjustments within defined guidelines. • Maintain SLA adherence and customer satisfaction standards. • Participate in testing of minor updates or enhancements as needed.

• Senior Customer Support Specialists (SCSS) are subject matter experts on assigned Product and Features. • Provide advanced support for assigned escalated Product ticket queues. • Work alongside Customer Support Representatives (CSR) to resolve on-demand inbound support requests. • Review the escalated ticket notes provided by Customer Support Representatives and follow the escalation procedures as needed. • Troubleshoot and resolve escalated tickets. • Conduct appropriate follow-up with clients to ensure timely resolution. • Ensure all applicable internal & external stakeholders are fully informed throughout the resolution process. • Fully document client issues by completing advanced troubleshooting & reproduction steps before escalation to a higher level as required. • Continually assess support processes to identify potential improvements. • Attend product team meetings and sprint reviews regularly. • Submit knowledge content drafts that outline associated product group(s) knowledge to Support Product Managers (L3). • Submit major bug information drafts within their associated product group(s) to Support Product Managers. • Submit feedback to the Manager of Customer Support regarding the Customer Support Representative’s (L1) escalation notes & customer-facing communications.