Technical SaaS Support Specialist
New
S
SupportYourAppSaaS Technical Support
FranceContractMiddle
SalaryCompensation in USD
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Job Details
- Languages
- French (C1), English (C1)
- Experience
- 2+ years
- Required Skills
- Microsoft ExcelZendeskTroubleshootingTechnical supportCRM
Requirements
- Excellent French and English skills (C1 for both 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.
- 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 outstanding technical support via emails and outgoing calls.
- Respond, troubleshoot and escalate support requests, including technical issues, 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 to enhance the platform experience.
- Maintain high service standards by meeting 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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