(fluent French & English) Technical SaaS Support Specialist
New
Global, remote, Europe/London (GMT+1) schedule and includes evening, overnight, and weekend shifts: Saturdays from 07:00 to 16:00, Sundays from 06:00 to 15:00, Mondays from 23:00 to 08:00, and Wednesdays to Thursdays from 01:00 to 10:00Junior
Salary not disclosed
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Job Details
- Languages
- Fluent French & English
- Experience
- At least 2+ years of experience in Customer Support, SaaS Support, or Technical Support, preferably supporting complex technical solutions similar role
- Required Skills
- Microsoft ExcelCRMZendesk
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 similar role
- 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) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)
- Experience with Zendesk is a strong advantage
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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