Keycafe

Customer Service Representative, French/English – Tech

Keycafe

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇲🇦 Morocco

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Salary

💰 €600 - €900 per month

Job Level

JuniorMid-Level

About the role

  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingsoftware supporthardware supporttechnical supportSaaSticket managementsetupconfigurationfeature usedocumentation
Soft skills
bilingualcommunicationmultitaskingreliabilityself-motivationcalm demeanorempathyprofessionalismcustomer serviceproblem-solving
Certifications
Bachelor's degreeComputer ScienceCommunications