Technical SaaS Support Specialist (Remote, Fluent French & English)

About the role

SupportYourApp is a global Intelligent Support-as-a-Service provider working with companies such as MasterCard, Calm and MacPaw in 30+ countries. It is looking for a Technical Support Consultant to join its community remotely, in a multicultural and multilingual environment, working from home.

Key responsibilities

• Deliver technical support by email and outgoing calls.
• Respond to, troubleshoot and escalate support requests (technical issues) by email, phone, chat and scheduled video calls.
• Maintain regular contact with customers and give timely updates on open issues and resolutions.
• Identify, reproduce and report bugs to the Product and Development teams.
• Gather customer feedback, spot recurring needs and suggest product improvements.
• Meet KPIs such as response time, resolution rate and customer satisfaction.
• Document every customer interaction accurately in the CRM system.
• Keep up to date with platform updates, new policies and industry trends.

Required profile

• C1 level French and English, spoken and written.
• At least 2 years of experience in Customer Support, SaaS Support or Technical Support, preferably with complex technical solutions.
• Experience with CRM systems.
• Personal laptop or computer (at least 8 GB RAM) and a stable internet connection (minimum 50 Mbps download, 40 Mbps upload).

Required skills

• Strong Excel skills, including VLOOKUP, reporting and data analysis.
• Problem-solving with a customer-first mindset and ability to prioritise in a fast pace.
• Attention to detail and accuracy with customer information.
• Zendesk experience is a strong advantage.

What we offer

• Flexible schedule and inclusive international environment.
• Compensation in USD and good bonuses for referring friends.
• Paid intensive training and probation period.
• Work-life balance and responsive management interested in your growth.