Technical SaaS Support Specialist, Fluent in French and English

🔥 5 minutes ago

🌐 France, Algeria, +4 more countries – Remote

🇫🇷 France – Remote 🇩🇿 Algeria – Remote 🇲🇦 Morocco – Remote 🇹🇳 Tunisia – Remote 🇲🇬 Madagascar – Remote 🇹🇭 Thailand – Remote

⏳ Contract/Temporary

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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SupportYourApp

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📦 Logistics

📣 Marketing

💰 Venture Round on 2017-10

Consulting • Logistics • Marketing

SupportYourApp is an outsourced customer service company originally founded in Kyiv, Ukraine, and now operating globally in over 7 locations. With a decade of expertise, it specializes in providing 24/7/365 third-party customer service in more than 60 languages to over 250 businesses worldwide. SupportYourApp is dedicated to enhancing customer satisfaction by delivering empathetic and professional support across various communication channels. Their services are integrated into a custom-built QCRM system and compliant with security standards such as PCI/DSS & ISO/IEC 27001:2013. The company partners with tech giants like Calm, MacPaw, and SplitIt, offering scalable support solutions that include customer service, tech support, and back-office outsourcing.

📋 Description

• Deliver technical support via email and outgoing calls • Respond to, troubleshoot, and escalate support requests through email, phone, chat, and scheduled video calls • Maintain regular customer communication 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 all customer interactions accurately in the CRM system • Stay current with platform updates, policies, and industry trends

🎯 Requirements

• C1 French and English skills in spoken and written communication • At least 2+ years of experience in Customer Support, SaaS Support, or Technical Support • Experience 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 • Experience with CRM systems • Commitment to high-quality customer service and performance targets • Personal laptop or computer with at least 8 GB RAM • Stable internet connection with minimum 50 Mbps download and 40 Mbps upload • Experience with Zendesk is a strong advantage

🏖️ Benefits

• Flexible schedule • Inclusive international environment • Compensation in USD • Good bonuses for referring friends • Paid intensive training and probation • Work-life balance • Responsive management interested in your growth and long-lasting cooperation • Greenhouse conditions for self-development • Personal laptop or computer requirement may be supported by the engagement terms, but no equipment benefit is explicitly offered