Technical SaaS Support Specialist, Fluent in French and English

This is a fully remote position, open to applicants in France, +4 more states.

📋 Description

• Provide technical assistance through email and outbound calls.

• Address, diagnose, and escalate support inquiries via email, phone, chat, and scheduled video conferences.

• Ensure consistent communication with customers and deliver prompt updates regarding ongoing issues and their resolutions.

• Detect, replicate, and accurately document bugs for the Product and Development teams.

• Collect customer feedback, recognize recurring requirements, and propose enhancements to the product.

• Achieve service KPIs such as response time, resolution rate, and customer satisfaction metrics.

• Precisely record all customer interactions in the CRM system.

• Keep abreast of platform updates, policies, and industry developments.

⛳️ Requirements

• Proficient in both spoken and written French and English at a C1 level.

• A minimum of 2 years of experience in Customer Support, SaaS Support, or Technical Support.

• Proven experience in supporting intricate technical solutions.

• Strong skills in Excel, including VLOOKUP, reporting, and data analysis.

• Exceptional problem-solving skills with a focus on customer satisfaction.

• Capable of managing multiple tasks and prioritizing effectively in a dynamic environment.

• High level of attention to detail and accuracy in handling customer information.

• Familiarity with CRM systems.

• Dedication to delivering high-quality customer service and meeting performance objectives.

• Personal laptop or computer with a minimum of 8 GB RAM.

• Reliable internet connection with at least 50 Mbps download and 40 Mbps upload speeds.

• Experience with Zendesk is a significant plus.

🏝️ Benefits

• Flexible work schedule.

• Inclusive international work environment.

• Compensation offered in USD.

• Attractive bonuses for referring friends.

• Paid intensive training and probation period.

• Emphasis on work-life balance.

• Supportive management focused on your professional growth and long-term collaboration.

• Opportunities for self-development in a nurturing environment.

• The requirement for a personal laptop or computer may be accommodated based on engagement terms, though no equipment benefits are explicitly guaranteed.