Technical SaaS Support Specialist
New
S
SupportYourAppSaaS / Tech Support
Montpellier, Occitanie, France. Algiers, Algiers Province, Algeria. Rabat, Rabat-Salé-Kénitra, Morocco. Tunis, Tunis Governorate, Tunisia. Antananarivo, Analamanga, Madagascar. Bangkok, Bangkok, ThailandContractMiddle
Salary not disclosed
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Job Details
- Languages
- French, English
- Experience
- 2+ years
- Required Skills
- Microsoft ExcelTechnical supportCRMSaaSZendesk
Requirements
- Excellent French and English skills (C1 level, spoken and written)
- At least 2+ years of experience in Customer Support, SaaS Support, or Technical Support
- 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
- Experience with CRM systems
- Personal computer with at least 8GB RAM
- Stable internet connection (minimum 50 Mbps download and 40 Mbps upload)
- Experience with Zendesk is a strong advantage
Responsibilities
- Deliver outstanding technical support via emails and outgoing calls
- Respond, troubleshoot, and escalate support requests via email, phone, chat, and 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
- Meet 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
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