Job Description

Technical Support Agent\nWere looking for a Technical Support Agent who combines strong technical reasoning with excellent communication and a customer-first mindset. In this role, youll help users troubleshoot technical issues, configure integrations, and navigate platform settingsoften supporting users who may not have a technical background.\nWhat Were Looking For\nMust-Have Qualifications\nC1 English proficiency, both written and verbal.\n12 years of technical support experience, preferably in a SaaS, software, or technology environment.\nPlatform integration experience: Understanding of how external email and calendar toolssuch as Gmail, Outlook, Apple Mail, and iCloudintegrate with native platforms, including how to guide users through setup, configuration, and synchronization.\nStrong logical and reasoning skills, with the ability to analyze issues, identify root causes, and determine effective solutions.\nHigh level of problem-solving and analytical thinking.\nHighly Preferred\nThese qualifications are strongly preferred and will be prioritized during candidate presentation, but they are not disqualifiers:\nExperience troubleshooting Apple Mail and iCloud.\nHands-on experience with Apple devices and environments.\nNice-to-Haves\nKnowledge of iOS and macOS.\nAccess to Apple devices such as an iPhone and/or Mac to test configurations and replicate user issues.\nExperience troubleshooting issues related to Apple Mail, iCloud, email synchronization, and calendar integrations.\nSoft Skills\nClear verbal and written communication: You can explain complex technical concepts and setup procedures in a simple, easy-to-understand way without relying heavily on technical jargon.\nHigh cognition and resourcefulness: Youre a quick learner who can independently research solutions using documentation, videos, and other available resources.\nPatience and teaching mindset: You enjoy guiding users step-by-step, especially when helping non-technical users configure settings or troubleshoot issues.\nStrong attention to detail: You can carefully follow technical configurations and identify small details that may be causing larger issues.\nCustomer-focused approach: You remain calm, empathetic, and solution-oriented when assisting users with technical challenges.\nWhat Success Looks Like\nIn this role, success means being able to quickly understand a users technical issue, investigate the root cause, and guide them toward a solution in a clear and patient manner. You should be comfortable learning new technologies and troubleshooting integrations across different platforms and devices.\nIf youre a logical thinker, a strong communicator, and someone who enjoys solving technical problems and helping others, wed love to hear from you.",