Troubleshoot technical issues involving Gmail, Outlook, Apple Mail/iCloud, calendars, and platform integrations.
Identify the root cause of issues across different systems, platforms, and integrations.
Investigate account settings, permissions, authentication, synchronization, and configuration issues.
Guide customers through troubleshooting steps such as disconnecting and reconnecting accounts, updating settings, re-authenticating integrations, and resolving email or calendar sync issues.
Provide clear and professional voice and written support to customers with different levels of technical knowledge.
Research and resolve unfamiliar issues using documentation, videos, internal resources, and other tools.
Document troubleshooting steps and resolutions accurately.
Take ownership of issues and resolve them independently, escalating to engineering only when necessary.

Requirements & Qualifications

C1 English proficiency, with excellent spoken and written communication skills.
Diploma or degree in IT, Information Systems, Computer Science, or a related field.
Previous technical support experience, preferably in a SaaS, software, or technology environment.
Understanding of how Gmail, Outlook, Apple Mail/iCloud, and calendar tools integrate and synchronize with other platforms.
Strong understanding of technical settings, configurations, permissions, and integrations.
Strong logical reasoning and problem-solving skills, with the ability to identify the root cause of complex issues.
Confident providing voice support and explaining technical concepts clearly without unnecessary jargon.

Highly Preferred Qualification

Hands-on Apple and iCloud troubleshooting experience, including Apple Mail, iCloud accounts, Apple settings, and email or calendar synchronization.

Recruit better talent faster - on your own or with our support.

Job search tips from Fuzu

Selected articles on cover letters, CV structure, and interview preparation.

Information technology, software development, data Jobs