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

7 hours, 47 minutes ago
Tunisia, Morocco
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 13

Description

  • Deliver customer and technical support in French and English via email, phone, chat, and scheduled video calls.
  • Troubleshoot support requests, including technical issues, and escalate cases when needed.
  • Maintain regular 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, identify recurring needs, and suggest product improvements.
  • Meet key performance indicators such as response time, resolution rate, and customer satisfaction.
  • Accurately document customer interactions in the CRM system.
  • Stay up to date with platform updates, new policies, and industry trends.
  • Manage high volumes of requests during peak travel seasons, holidays, and major events.

Requirements

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

Benefits

  • Europe/London (GMT+1) schedule with evening, overnight, and weekend shifts.
  • Inclusive international environment.
  • Compensation in USD.
  • Bonuses for referring friends.
  • Paid intensive training and probation.
  • Work-life balance.
  • Responsive management focused on growth and long-term cooperation.
  • Opportunities for self-development.

Interested in this position?

Apply directly on the company website

Apply Now

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