Technical SaaS Support Specialist (fluent French & English)
New
S
SupportYourAppSaaS
Rabat, Rabat-Salé-Kénitra, Morocco. Tangier, Tangier-Tétouan-Al Hoceima, Morocco. Tunis, Tunis Governorate, Tunisia. Sfax, Sfax Governorate, Tunisia. Tetouan, Tangier-Tétouan-Al Hoceima, Morocco, Europe/London (GMT+1)Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- French, English
- Experience
- 2+ years
- Required Skills
- Microsoft ExcelZendesk
Requirements
- Strong French and English skills (C1 for both spoken and written)
- At least 2+ years of experience in Customer Support, SaaS Support, or Technical Support, preferably supporting complex technical solutions
- Strong Excel skills, including VLOOKUP, reporting and data analysis
- Excellent problem-solving abilities with a customer-first mindset
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment
- High attention to detail and accuracy in managing customer information
- Basic computer skills and ability to work with CRM systems and support tools
- Commitment to delivering high-quality customer service and meeting performance targets
- Personal laptop or computer (at least 8Gb of RAM)
- Stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)
- Experience with Zendesk (a strong advantage)
- Analytical mindset with the ability to identify patterns, solve problems, and suggest improvements
Responsibilities
- Deliver multilingual support in French and English
- Respond, troubleshoot and escalate support requests, including technical issues, via email, phone, chat, scheduled video calls
- Maintain regular communication with customers and provide timely updates on open issues and resolutions
- Identify, reproduce, and report bugs clearly to Product and Development teams
- Gather customer feedback, identify recurring needs, and suggest product improvements to enhance the platform experience
- Maintain high service standards by meeting key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction
- Accurately document all customer interactions in the CRM system
- Stay up to date with platform updates, new policies, and industry trends
- Manage high volumes of requests during peak travel seasons, holidays, and major events
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