Technical SaaS Support Specialist, Fluent French & English

📋 Description

• Provide multilingual support in both French and English;

• Address, troubleshoot, and escalate support inquiries, including technical challenges, through email, phone, chat, and scheduled video calls;

• Maintain consistent communication with clients and offer timely updates regarding ongoing issues and their resolutions;

• Identify, replicate, and clearly report bugs to the Product and Development teams;

• Collect customer feedback, pinpoint recurring needs, and recommend product enhancements to improve the platform experience;

• Uphold high service standards by achieving key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction;

• Accurately record all customer interactions in the CRM system;

• Stay informed about platform updates, new policies, and industry trends;

• Manage a high volume of requests during peak travel seasons, holidays, and significant events.

⛳️ Requirements

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

• Minimum of 2+ years of experience in Customer Support, SaaS Support, or Technical Support, ideally in a role supporting complex technical solutions;

• Strong Excel capabilities, including VLOOKUP, reporting, and data analysis;

• Excellent problem-solving skills with a focus on customer satisfaction;

• 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 familiarity with CRM systems and support tools;

• Dedication to providing high-quality customer service and achieving performance objectives;

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

🏝️ Benefits

• The role adheres to a Europe/London (GMT+1) schedule, encompassing evening, overnight, and weekend shifts: Saturdays from 07:00 to 16:00, Sundays from 06:00 to 15:00, Mondays from 23:00 to 08:00, and Wednesdays to Thursdays from 01:00 to 10:00;

• Inclusive international work environment;

• Compensation provided in USD;

• Attractive bonuses for referring friends;

• Paid comprehensive training and probation period;

• Work-life balance;

• Supportive management focused on your development and long-term collaboration;

• Opportunities for self-development in a nurturing environment.