Customer Support

• Deliver outstanding customer support via phone and email;
• Manage incoming tickets, investigate issues and ensure timely follow-ups;
• Provide first-level troubleshooting and escalate complex cases when needed;
• Guide customers through software workflows, settings and configuration screens using documented procedures;
• Support customers with how-to questions and common accounting workflows;
• Coordinate with internal specialists regarding escalated cases;
• Maintain accurate ticket documentation and contribute to knowledge base updates;
• Keep up with evolving tools, processes and product updates;
• Handle sensitive customer data with care and security;
• Maintain deep understanding of client solutions and meet KPI;
• Communicate with developers and cross-functional specialists.

Customer Support Consultant, Native French & English C1

• 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

Technical SaaS Support Specialist, Fluent French, English

• Rapidly and effectively resolve client issues: Helping clients and partners to handle requests to cancel or change bookings through our CRM system.
• Advise clients: Provide expert advice on bookings and our products.
• Communicate: Engage with suppliers, hotels, and clients via email and phone.
• Work with systems: Utilize CRM systems and our internal databases efficiently.

Customer Support Specialist – Modification Team

• Deliver outstanding customer support via emails, chats and calls;
• Follow internal procedures and SOPs;
• Collaborate with internal teams to ensure efficient issue resolution;
• Handle sensitive customer data with care and security;
• Apply the latest and greatest customer happiness practices;
• Maintain deep understanding of client solutions and meet KPI;
• Communicate with developers and cross-functional specialists.

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Customer Support Consultant, Native French & English C1

Technical SaaS Support Specialist, Fluent French, English

Customer Support Specialist – Modification Team

Customer Support Consultant, fluent German, English