TL;DR

Technical Support Agent EMEA: Providing asynchronous email support to French and English-speaking customers in the EMEA region with an accent on troubleshooting, customer satisfaction, and technical issue resolution. Focus on managing complex support requests, bug documentation, and improving support processes in a B2B SaaS environment.

Location: Remote within France or based in Paris

Company

%hirify_global% is a product company offering a collaborative LMS platform to help organizations upskill employees, customers, and partners globally.

What you will do

Answer customer queries asynchronously via email for the EMEA region.
Become an expert in the product and support tools like Trello and Zendesk.
Identify, document, and escalate bugs to the R&D team.
Contribute to improving support processes and customer satisfaction metrics.
Support onboarding and coaching of new team members.
Handle escalations and dedicated support for key customers.

Requirements

Location: Must be based in France or able to work remotely within France.
3+ years experience in technical support, preferably in B2B SaaS.
Fluent in French and English (C2 level).
Basic SQL knowledge and experience with ticketing systems and monitoring tools.
Ability to work autonomously and handle multiple tasks in a fast-paced environment.
Ideally B2 level German language skills.

Nice to have

Experience with asynchronous communication and Trello.
Passion for learning and client-centric communication skills.

Culture & Benefits

Flexible hours and full remote work possible anywhere in France.
Work from home stipend, lunch vouchers, medical insurance, gym subscription.
Parental leave and diversity, equity, and inclusion initiatives.
Strong focus on social responsibility and inclusive culture.

Hiring process

Phone screen with Talent Acquisition Manager.
Discovery meeting with EMEA Support Lead.
Case study to complete at home.
Clarification meeting with Support Agent.
Culture fit meeting with Head of Global Support.
Offer.