Technical SaaS Support Specialist

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Montpellier, Occitanie, France. Algiers, Algiers Province, Algeria. Rabat, Rabat-Salé-Kénitra, Morocco. Tunis, Tunis Governorate, Tunisia. Antananarivo, Analamanga, Madagascar. Bangkok, Bangkok, ThailandContractJunior

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Job Details

Languages: Excellent French and English skills (C1 for both spoken and written)
Experience: At least 2+ years of experience in Customer Support, SaaS Support, or Technical Support
Required Skills: Microsoft ExcelZendeskTroubleshootingTechnical supportCustomer support

Requirements

Have at least 2 years of experience in Customer Support, SaaS Support, or Technical Support.
Have excellent French and English skills at C1 level in spoken and written communication.
Have strong Excel skills, including VLOOKUP, reporting, and data analysis.
Have experience with CRM systems.
Bring strong problem-solving abilities and a customer-first mindset.
Be able to manage multiple tasks and prioritize effectively in a fast-paced environment.
Maintain high attention to detail and accuracy when managing customer information.
Have a personal computer with at least 8 GB of RAM.
Have a stable internet connection with at least 50 Mbps download and 40 Mbps upload.
Zendesk experience is an advantage.

Responsibilities

Deliver technical support through email and outgoing calls.
Respond to, troubleshoot, and escalate support requests through email, phone, chat, and scheduled video calls.
Maintain communication with customers and provide timely updates on open issues and resolutions.
Identify, reproduce, and clearly report bugs to Product and Development teams.
Gather customer feedback, identify recurring needs, and suggest product improvements.
Meet service KPIs, including response time, resolution rate, and customer satisfaction.
Document customer interactions accurately in the CRM system.
Stay up to date with platform updates, policies, and industry trends.

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