This is a fully remote position, open to applicants in Morocco.

• Deliver timely, courteous, and accurate assistance in both English and French via phone, chat, and email.

• Diagnose and resolve software and hardware problems, escalating complicated cases when needed.

• Handle and prioritize multiple support tickets concurrently in a high-demand setting.

• Assist customers with the setup, configuration, and utilization of Keycafe’s SmartBox system.

• Record solutions and pinpoint recurring technical challenges for process enhancement.

• Work collaboratively with internal teams to ensure customer insights contribute to product improvement.

• Engage in support initiatives aimed at enhancing the department’s tools, workflows, and knowledge resources.

• Maintain composure and professionalism while managing challenging or urgent customer situations.

• Bilingual fluency in French and English with exceptional written and verbal communication skills in both languages.

• Over 2 years of experience in customer service, ideally in a technical support or SaaS setting.

• Demonstrated ability to logically and efficiently troubleshoot software and hardware issues.

• Strong multitasking capabilities — adept at managing various channels (phone, email, chat) at the same time.

• Dependable, self-driven, and capable of working efficiently with minimal oversight.

• High typing speed and accuracy for effective chat-based support.

• Possess a calm, empathetic, and professional attitude in high-pressure or escalated situations.

• Bachelor’s degree in Computer Science, Communications, or a related discipline.

• Compensation Range: EUR 950 to 1100 / month OTE (60% base / 40% performance)

• Positive team culture with strong collaboration and training support.

• Opportunities for career growth within a global SaaS/IoT organization.

• Chance to make a worldwide impact by supporting innovative hardware and software solutions.

Customer Service Representative – French/English, Tech

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