(fluent French & English) Technical SaaS Support Specialist (remote)

Who are we?

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world's leading SaaS, software, or hardware solutions?

Join our community as a Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let's see what it takes.

What you will do:

• Deliver multilingual support in French and English;
• Respond , troubleshoot and escalate support requests, including technical issues, via email, phone, chat, 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 key performance indicators (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;
• Manage high volumes of requests during peak travel seasons, holidays, and major events.

What you need to succeed in this role:

• Strong French and English skills (C1 for both spoken and written);
• At least 2+ years of experience in Customer Support, SaaS Support, or Technical Support, preferably supporting complex technical solutions similar role;
• 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;
• Basic computer skills and ability to work with CRM systems and support tools;
• 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).

Will be a great plus:

• Experience with Zendesk is a strong advantage;
• An analytical mindset with the ability to identify patterns, solve problems, and suggest improvements.

Benefits and Perks:

• The position follows Europe/London (GMT+1) schedule and includes evening, overnight, and weekend shifts: Saturdays from 07:00 to 16:00, Sundays from 06:00 to 15:00, Mondays from 23:00 to 08:00, and Wednesdays to Thursdays from 01:00 to 10:00;
• 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.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us!

Over 1300+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

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We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.

Internal code: 2KN