Technical Support Agent- SaaS & Integrations

• 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.