Technical Support Specialist (French Speaking)

Our client is a global leader in the provision of academic content and services, including research databases, e-journals, eBooks, and library management solutions used by libraries and academic institutions worldwide. Partnering with customers globally to improve research, learning, and discovery experiences through innovative technology and high-quality support.

We are seeking a French-speaking Technical Support Specialist to join their Global Customer Satisfaction team to provide first-line technical support to library customers using software solutions, including Library Management Systems and Discovery tools.

The successful candidate will act as a trusted technical partner to customers, helping resolve application issues, supporting implementations and upgrades, ensuring an excellent customer experience. This is a customer-facing, technology-focused role requiring strong communication skills, problem-solving ability, and the confidence to explain technical concepts to a varied audience.

Industry Library Reference Library Solutions Library Technology SaaS

Function Customer Support Libraries Technical Support

Duration Full Time

Type Permanent

Start Date ASAP

Technical Support Specialist: Key responsibilities

• Provide first-line technical support to customers via phone and email
• Troubleshoot and resolve product-related issues across applications
• Guide customers through installation, configuration, upgrades, and system changes
• Monitor customer casework to ensure timely and high-quality resolution
• Conduct proactive service meetings with customers
• Communicate product updates, known issues, and resolutions clearly
• Act as an advocate for customer needs internally across technical and product teams
• Deliver internal training to colleagues where required
• Create and maintain support documentation and knowledge base articles
• Present technical concepts clearly to both technical and non-technical audiences
• Contribute ideas to continuously improve service delivery models and support processes

Technical Support Specialist: Person Specification

• Strong communication skills, including professional-level French (spoken and written is essential)
• BA/BS degree or equivalent professional experience in customer support or a technical role
• Experience with Integrated Library Systems (ILS) and/or Library Management Systems
• 2+ years' experience working with web-based technology and software applications
• Proven ability to manage multiple cases, prioritise workload, and meet deadlines
• Strong collaboration skills with an ability to work effectively in a global team with a customer focused mindset and strong commitment to service quality
• Experience supporting library technology platforms
• Knowledge of APIs or integrations
• Technically curious and proactive in problem-solving
• Previous experience in a SaaS or software support environment.

A competitive salary + benefits package is offered with hybrid working after successful completion of the probationary period.

Telfer Partners are retained to handle this opportunity.

Early applications are preferred and by Friday 27 th February at the latest.

For an initial, confidential discussion about this opportunity and the interview process please contact us on +44(0)1223632510 or [email protected]

How to apply

To apply for this position, send your CV and cover letter to [email protected] quoting the reference TP 939.

Referral Scheme - Telfer Partners offer a referral reward if we fill this vacancy with someone you recommend. You can send us contact details of anyone you would like to recommend to [email protected] .

Equality Policy - Telfer Partners is committed to upholding a professional and impartial recruitment process. Our Equal Opportunities policy ensures that all job applicants and employees are treated fairly and equally, regardless of their gender, sexual orientation, marital status, race, nationality, religion, age, disability, or union membership status.