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Customer Service Representative (French/English) - Tech, Remote

1 month, 1 week ago
Morocco
Full-time
Junior
Customer Support
Customer and Technical Support
IoT
Apply Now
Keycafe

Keycafe

Keycafe offers a smart key management system for rental property managers, auto dealers, and more, saving time and streamlining key access for efficient operations in various industries.

Real Estate
11-50
Founded 2013
View All Jobs 7

Description

  • Provide prompt, friendly, and accurate customer support in English and French across phone, chat, and email.
  • Troubleshoot software and hardware issues and escalate complex cases when needed.
  • Manage and prioritize multiple support tickets in a high-volume environment.
  • Guide customers through setup, configuration, and feature use of the SmartBox system.
  • Document solutions and identify recurring technical issues for process improvement.
  • Collaborate with internal teams to ensure customer feedback informs product improvements.
  • Participate in support projects to improve tools, workflows, and the knowledge base.
  • Maintain calm, professionalism, and reliability when handling urgent or escalated customer situations.

Requirements

  • Fluent bilingual proficiency in French and English, with excellent written and spoken communication in both languages.
  • 2+ years of customer service experience, preferably in technical support or a SaaS environment.
  • Proven ability to troubleshoot software and hardware issues logically and efficiently.
  • Strong multitasking ability to handle phone, email, and chat channels simultaneously.
  • Reliable, self-motivated, and able to work effectively with minimal supervision.
  • Excellent typing speed and accuracy for chat-based support.
  • Calm, empathetic, and professional demeanor in high-pressure or escalated interactions.
  • Bachelor’s degree in Computer Science, Communications, or a related field.
  • Experience with B2B customers or enterprise support is preferred.
  • Familiarity with Zendesk, Slack, or similar tools is preferred.
  • Comfort adapting to new technologies and AI-enhanced support systems is preferred.

Benefits

  • EUR 950 to 1100 per month OTE, with a 60% base / 40% performance mix.
  • Great team culture with strong collaboration and training support.
  • Career development opportunities within a global SaaS/IoT company.
  • Opportunity to make a global impact supporting innovative hardware and software solutions.

Interested in this position?

Apply directly on the company website

Apply Now

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