Customer Service Representative (French/English) - Tech, Remote

Fluent bilingual (French and English) with excellent written and spoken communication in both languages. 2+ years of customer service experience, preferably in a technical support or SaaS environment. Proven ability to troubleshoot software and hardware issues logically and efficiently. Strong multitasking skills — able to manage multiple channels (phone, email, chat) simultaneously. Reliable, self-motivated, and able to work effectively with minimal supervision. Excellent typing speed and accuracy for chat-based support. Calm, empathetic, and professional demeanor in high-pressure or escalated interactions. Bachelor’s degree (Computer Science, Communications, or related field).

Provide prompt, friendly, and accurate support in English and French across phone, chat, and email. Troubleshoot both software and hardware issues, escalating complex cases when necessary. Manage and prioritize multiple tickets simultaneously in a high-volume environment. Guide customers through setup, configuration, and feature use of Keycafe’s SmartBox system. Document solutions and identify recurring technical issues for process improvement. Collaborate with internal teams to ensure customer feedback helps shape better products. Participate in support projects to continuously improve the department’s tools, workflows, and knowledge base. Maintain calm and professionalism while handling irate or urgent customer situations.