Application Support Consultant, Native French Speaker

Nextlane

Customer Support Specialist serving as the primary point of contact for customers using Nextlane's ERP software solutions. Ensuring customer satisfaction through effective issue resolution and support communication.

Posted 6/10/2026full-timePorto • 🇵🇹 PortugalMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ERPSQL

About the role

Key responsibilities & impact

Handle incoming customer support requests via phone, email, chat, or other support channels.
Analyze customer questions and issues related to daily usage of Nextlane software solutions.
Provide clear guidance, explanations, and solutions within the defined support scope.
Detect incidents, software issues, or potential risks and ensure proper follow-up.
Accurately log, qualify, and document customer requests in the support ticketing system.
Ensure correct prioritization and follow established support processes and SLAs.
Escalate complex or technical issues to Back Office or specialized teams, providing clear analysis and context.
Proactively alert the Support Manager or relevant stakeholders in case of critical issues or potential customer dissatisfaction.
Maintain a professional, reassuring, and customer-centric communication style.
Build trust with customers through clear explanations and regular follow-up.
Ensure customers are informed about progress, next steps, and resolution timelines.
Contribute to the creation and maintenance of internal knowledge bases, FAQs, and documentation.
Share recurring issues, customer feedback, and improvement ideas with the Support team.
Continuously develop product and functional knowledge to improve support quality.
Work closely with Back Office Support, Infrastructure, and Expert teams on issue resolution.
Coordinate with Consultants during customer onboarding and post-installation phases.
Escalate commercial requests or opportunities to Sales when outside the support scope.

Requirements

What you’ll need

Experience in customer support or technical support in a software or SaaS environment.
Experience with Sage 100 or ERP system as application support consultant is mandatory.
English (B2) is mandatory, as well as French.
Basic to intermediate understanding of software applications and IT environments.
Knowledge of databases and SQL.
Ability to clearly document issues, solutions, and customer interactions.
Comfortable working with ticketing systems and internal support tools.
Ability to collaborate in a diverse and dynamic environment.
Strong customer service mindset with excellent communication skills.
Ability to analyze problems quickly and provide structured responses.
Calm, proactive, and solution-oriented approach.
Ability to prioritize, escalate when needed, and work autonomously.
Willingness to learn and continuously develop technical and functional expertise.

Benefits

Comp & perks

Hybrid Work.
Annual Payments: 14 payments per year (12 monthly payments + 1 summer bonus + 1 Christmas bonus in November).
Meal Voucher: 10.20 per working day.
Vacation: 23 vacation days, plus 24th or 31st December off.
Language Training: Access to group classes in Spanish, English, or French.
Private Medical Insurance: Multicare coverage.
Teambuilding: Join us for memorable afterworks and team activities!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supporttechnical supportSage 100ERP systemdatabasesSQLsoftware applicationsIT environmentsticketing systemssupport processes

Soft Skills

communication skillscustomer service mindsetproblem analysisproactive approachsolution-orientedprioritizationautonomycollaborationtrust buildingdocumentation