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Technical SaaS Support Specialist, Fluent French, English
SupportYourAppTechnical Support Consultant providing multilingual support in French and English for global SaaS solutions. Troubleshooting, communicating with customers, and reporting technical issues remotely.
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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)
Benefits
Comp & 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
multilingual supporttechnical supportExcelVLOOKUPdata analysisCRM systemscustomer feedback analysisbug reportingKPI managementSaaS support
Soft Skills
problem-solvingcustomer-first mindsetmultitaskingprioritizationattention to detailcommunicationcustomer servicetime managementadaptabilitycollaboration