Support Agent

Help People Thrive in a Digital World and Build Connections, Not Just Cases

Deliver meaningful support while enjoying balance beyond the screen.

In a world powered by technology, this is your chance to build a truly global career-connecting with users worldwide while mastering the art of customer experience. Grow your expertise in SaaS support, collaborate with international teams, and make your mark in an industry that's shaping the digital future.

Job Description

As a Support Agent, you'll be the first point of contact for users-helping them troubleshoot issues, navigate features, and get the best out of an AI-powered platform. You'll deliver fast, friendly, and reliable support while collaborating with teams to make every user experience better.

About the Client

Empowering Efficiency in the Modern Workplace

Our client is a UK-based software company revolutionizing how professionals manage their time. Through intelligent digital tools and automation, they empower global teams to work smarter and focus on what truly drives success. With a culture built on trust, innovation, and growth, they're redefining productivity for the modern era.

Your Daily Tasks

• Provide first-line customer support via chat, email, and ticketing systems.
• Troubleshoot product and account-related issues, escalating complex cases when necessary.
• Guide customers through self-service tools, FAQs, and product features.
• Log recurring issues and feedback to help improve processes and documentation.
• Collaborate with Engineering, Product, and Customer Success teams to enhance the user experience.
• Track tickets, response times, and resolution metrics to maintain a high CSAT score.

What Success Looks Like

• Quick, accurate responses and consistently positive customer feedback.
• Clear documentation and collaboration that reduce repeat issues.
• A proactive approach that identifies and resolves friction points early.

The Qualifications We Seek

• 2-3 years of experience in customer support or a similar client-facing role.
• Tech-savvy and able to explain complex ideas in simple, friendly terms.
• Strong written and verbal communication skills.
• Highly organized and detail-oriented with strong multitasking abilities.
• Positive, problem-solving attitude and genuine desire to help users succeed.
• Experience with tools like Zendesk, Intercom, or similar platforms is a plus.

Job Overview

Employment type: Indefinite
Shift: Night shift, Weekends Off
Work setup: Work From Home

Exciting Perks Await!

• Private Medical Insurance
• Access to Sportmaster
• Remote/work-from-home arrangement
• 20 days annual leave
• Career growth opportunities
• Diverse and supportive work environment
• Unlimited upskilling through Emapta Academy courses
• (Want to know more? Visit )

Who are we?

EMAPTA is proud to be recognized as a leading Global company with a steadfast commitment to excellence in outsourcing solutions. As part of our ambitious expansion strategy, we are thrilled to announce our entry into Macedonia, a country brimming with immense potential and a talented workforce. We firmly believe in the abilities of the Macedonian people and are eager to contribute to the country's growth and development. This expansion marks a significant milestone for us as we extend our global footprint into this promising region.

With our entrance into Macedonia, EMAPTA offers an exciting opportunity for professionals to work with a truly global company while enjoying the benefits of a local Macedonian office and support team. We are dedicated to bridging the best of two worlds by combining our international expertise with the rich talent pool and unique local insights that Macedonia has to offer. Our vision is to empower businesses with top-tier outsourcing services while fostering strong ties with the local community. EMAPTA's presence in Macedonia promises to be a mutually enriching collaboration that propels both the company and the country towards greater success on the global stage.

#EmpoweringPeople #EmaptaEra