Product Support Specialist – B2B E-Invoicing

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

📋 Description

• Deliver first-level product and technical assistance to French-speaking clients through email, phone, and ticketing systems.

• Diagnose product problems, configuration inquiries, API-related issues, and integration difficulties.

• Examine logs, XML/JSON payloads, error messages, and system responses to determine root causes.

• Thoroughly document issues and create high-quality escalations for Engineering and Product teams.

• Collaborate with cross-functional teams to guarantee prompt issue resolution.

• Keep customers updated with regular communication until their cases are resolved.

• Assist customers during critical incidents and ensure that SLA commitments are upheld.

• Enhance the knowledge base by recording solutions and best practices.

• Manage customer data in compliance with GDPR and internal security protocols.

⛳️ Requirements

• 1–2 years of experience in Technical Support, Product Support, Application Support, SaaS Support, or B2B Customer Support.

• Proficient in French (both written and spoken).

• Strong communication skills in English.

• Experience or familiarity with API analysis and troubleshooting.

• Fundamental understanding of APIs, JSON, XML, logs, and integration concepts.

• Excellent analytical and problem-solving capabilities.

• Outstanding communication and customer-facing skills.

• Ability to thrive in a fast-paced, international setting.

🏝️ Benefits

• Remote work available