Customer Support Consultant, Native French & English C1

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

📋 Description

• Provide exceptional customer support through phone and email communications;

• Handle incoming tickets, investigate issues, and ensure prompt follow-ups;

• Offer first-level troubleshooting and escalate more complex cases as necessary;

• Assist customers in navigating software workflows, settings, and configuration screens using established procedures;

• Address customer inquiries regarding how-to questions and standard accounting workflows;

• Collaborate with internal specialists for escalated cases;

• Maintain precise ticket documentation and assist in knowledge base enhancements;

• Stay updated with new tools, processes, and product advancements;

• Manage sensitive customer information securely and responsibly;

• Develop a thorough understanding of client solutions and achieve KPI targets;

• Liaise with developers and cross-functional teams.

⛳️ Requirements

• Native French speaker;

• Proficient in English communication skills (minimum C1 level for both spoken and written);

• Experience in a client-facing support position, preferably in a B2B or software context;

• Strong communication abilities with a professional approach to managing customer expectations;

• Organized and process-driven mindset for troubleshooting and ticket management;

• Capable of methodically investigating issues and following documented procedures to determine when to escalate problems;

• Comfortable navigating intricate software, settings, and configuration interfaces;

• Quick learner with the capacity to understand complex software products over time;

• Positive, proactive, and responsible attitude;

• Personal computer with a minimum of 8GB RAM and a stable internet connection (at least 50 Mbps download and 40 Mbps upload).

🏝️ Benefits

• Fixed schedule: Monday–Friday, 9am - 5pm, GMT+2;

• Fully remote work opportunity;

• Inclusive international workplace;

• Compensation in USD;

• Incentives for referring friends;

• Balance between project responsibilities and personal time, alongside an internal health policy;

• Responsive leadership committed to your growth and long-term collaboration;

• Supportive environment for self-development;

• A culture founded on trust, without time-tracking requirements.