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(fluent French & English) Technical SaaS Support Specialist (Global, remote)

5 months, 2 weeks ago
Algeria, France, Belgium, Bosnia and Herzegovina, Portugal
Contract
Junior
Technical Support Engineer
Customer and Technical Support
CRM
Apply Now
SupportYourApp

SupportYourApp

SupportYourApp is a multinational company offering high-quality customer support services for tech companies worldwide, with 24/7 support in 55 languages, PCI/DSS and ISO certifications, and a focus on customer satisfaction and long-term client relatio...

Internet Software & Services
251-1K
Founded 2010
View All Jobs 19

Description

  • Deliver customer and technical support in French and English across email, phone, chat, and scheduled video calls.
  • Troubleshoot issues, respond to support requests, and escalate technical cases when needed.
  • Maintain ongoing communication with customers and provide timely updates on open issues and resolutions.
  • Identify, reproduce, and report bugs to Product and Development teams.
  • Gather customer feedback and suggest product improvements based on recurring needs.
  • Document customer interactions accurately in the CRM system.
  • Monitor service quality and meet KPI targets such as response time, resolution rate, and customer satisfaction.
  • Stay current on platform updates, policies, and industry trends.
  • Manage high volumes of requests during peak travel seasons, holidays, and major events.

Requirements

  • Strong French and English language skills at C1 level for both spoken and written communication.
  • At least 2 years of experience in Customer Support, SaaS Support, or Technical Support, preferably with complex technical solutions.
  • Strong Excel skills, including VLOOKUP, reporting, and data analysis.
  • Excellent problem-solving skills with a customer-first mindset.
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
  • High attention to detail and accuracy when handling customer information.
  • Basic computer skills and ability to work with CRM systems and support tools.
  • Commitment to delivering high-quality customer service and meeting performance targets.
  • Personal laptop or computer with at least 8 GB RAM and a stable internet connection with a minimum of 50 Mbps download and 40 Mbps upload.
  • Experience with Zendesk is a strong plus.
  • An analytical mindset with the ability to identify patterns, solve problems, and suggest improvements is preferred.

Benefits

  • Compensation in USD.
  • Good bonuses for referring friends.
  • Paid intensive training and probation period.
  • Inclusive international environment.
  • Work-life balance.
  • Responsive management focused on growth and long-term cooperation.
  • Greenhouse conditions for self-development.
  • Scheduled shifts follow Europe/London (GMT+1), including evening, overnight, and weekend coverage.

Interested in this position?

Apply directly on the company website

Apply Now

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