Technical SaaS Support Specialist (fluent French & English)

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Nice, Provence-Alpes-Côte d'Azur, France. Sarajevo, Federation of Bosnia and Herzegovina, Bosnia and Herzegovina. Brussels, Brussels, Belgium. Terga, Aïn Témouchent Province, Algeria. Porto, Porto District, Portugal, Europe/London (GMT+1) scheduleFull-TimeMiddle

Salary not disclosed

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Job Details

Languages: French, English
Experience: At least 2+ years
Required Skills: Microsoft Excel

Requirements

Strong French skills (C1 for both spoken and written)
Strong English skills (C1 for both spoken and written)
At least 2+ years of experience in Customer Support, SaaS Support, or Technical Support
Experience 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)

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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