Customer Service Representative, French/English – Tech

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October 15

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Keycafe

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B2B • SaaS • Transport

Keycafe is a key management company that streamlines key access for businesses and individuals, offering solutions such as business key management and public drop-off locations for services like Airbnb. Their platform facilitates the automation of key exchanges and access control, with applications in various industries including short-term rentals, auto dealerships, car rentals, construction, logistics, government offices, and hotels. Keycafe provides cloud-based access control and visibility, integration capabilities via API, and high security for automated key management. The platform is customizable and scalable, supporting various business needs from single key management to large-scale operations.

11 - 50 employees

🤝 B2B

☁️ SaaS

🚗 Transport

💰 Debt Financing on 2022-03

📋 Description

• Provide prompt, friendly, and accurate support in English and French across phone, chat, and email. • Troubleshoot both software and hardware issues, escalating complex cases when necessary. • Manage and prioritize multiple tickets simultaneously in a high-volume environment. • Guide customers through setup, configuration, and feature use of Keycafe’s SmartBox system. • Document solutions and identify recurring technical issues for process improvement. • Collaborate with internal teams to ensure customer feedback helps shape better products. • Participate in support projects to continuously improve the department’s tools, workflows, and knowledge base. • Maintain calm and professionalism while handling irate or urgent customer situations.

🎯 Requirements

• Fluent bilingual (French and English) with excellent written and spoken communication in both languages. • 2+ years of customer service experience, preferably in a technical support or SaaS environment. • Proven ability to troubleshoot software and hardware issues logically and efficiently. • Strong multitasking skills — able to manage multiple channels (phone, email, chat) simultaneously. • Reliable, self-motivated, and able to work effectively with minimal supervision. • Excellent typing speed and accuracy for chat-based support. • Calm, empathetic, and professional demeanor in high-pressure or escalated interactions. • Bachelor’s degree preferred (Computer Science, Communications, or related field).

🏖️ Benefits

• Great team culture with strong collaboration and training support. • Career development opportunities within a global SaaS/IoT company. • Opportunity to make a global impact supporting innovative hardware + software solutions.