Technical Support Representative

About the role

We are looking for a Technical Support Representative who enjoys solving complex technical problems and guiding customers through email and calendar integrations. The role involves troubleshooting Gmail, Outlook, Apple Mail/iCloud, and related platform integrations, identifying root causes, and delivering clear step‑by‑step solutions.

Key responsibilities

• Troubleshoot technical issues across Gmail, Outlook, Apple Mail/iCloud, calendars and platform integrations.
• Identify root causes by investigating account settings, permissions, authentication, synchronization and configuration.
• Guide customers through actions such as disconnecting/reconnecting accounts, updating settings, re‑authenticating integrations and resolving sync problems.
• Provide professional voice and written support to users with varying technical knowledge.
• Research and resolve unfamiliar issues using documentation, internal resources and videos.
• Document troubleshooting steps and resolutions accurately.
• Take ownership of issues, resolve independently and escalate to engineering only when necessary.

Required profile

• C1 English proficiency with excellent spoken and written communication.
• Diploma or degree in IT, Information Systems, Computer Science or a related field.
• Previous technical support experience, preferably in a SaaS or software environment.
• Strong logical reasoning and problem‑solving abilities.

Required skills

• Hands‑on experience with Gmail and Outlook.
• Apple Mail and iCloud troubleshooting, including email and calendar synchronization.
• Knowledge of iOS and macOS platforms.
• Understanding of SaaS platform integrations and synchronization mechanisms.