Technical Support Representative (French Speaking)

TL;DR

Technical Support Representative (Customer Support): Providing first-class support to customers, focusing on resolving technical and non-technical queries from both B2C and B2B clients through various channels. Focus on handling complex issues, prioritizing bugs, and sharing product-related feedback across the organization, with professional fluency in French.

Location: You will be based in Lisbon, Portugal.

Company

hirify.global delivers the credential security every business and employee needs to thrive.

What you will do

• Respond to customer questions about hirify.global's product, customer accounts, and billing.
• Provide dedicated technical support to French-speaking customers via calls, handling escalations, and assisting Customer Success Managers.
• Solve customer problems through email, calls, and other channels by providing effective troubleshooting.
• Test and reproduce issues to troubleshoot and help hirify.global’s Product and Engineering teams identify and fix bugs.
• Handle escalations of complex cases and help identify coaching/training opportunities.

Requirements

• At least two years of experience in a Level 2 (L2) Technical Support role, with a strong focus on supporting business-to-business (B2B) customers, preferably within a SaaS or technology company.
• Excellent spoken and written English.
• Professional fluency in spoken and written French is mandatory to provide technical support for specific cases involving our French-speaking customers.
• Experience handling different support channels such as phone, email, chat, and screen shares with customers to solve complex business/technical issues.
• Experience working with customer support platforms such as Zendesk, Salesforce, etc.
• Experience in troubleshooting technical issues that can arise on web applications, mobile applications, local software, and web extensions.

Nice to have

• Experience working with Gitlab and Confluence
• Experience working with KIBANA (know how to interpret and read logs)
• Comfortable presenting to a wide audience
• Experience with Active Directory IdP/SSO (Okta, Azure, G Suite)

Culture & Benefits

• Flex Benefits - allocate a monthly amount to a pool of benefits
• Health insurance covered by hirify.global
• 5 extra vacation days each year, plus your birthday off
• Team building & social events - weekly lunch in the office and monthly happy hour