Technical SaaS Support Specialist

TL;DR

Technical SaaS Support Specialist (SaaS): Delivering multilingual technical support and troubleshooting for global SaaS clients with an accent on bug reproduction, customer communication, and KPI adherence. Focus on solving complex technical issues, identifying product improvement opportunities, and maintaining high service standards.

Location: Remote from Morocco (Rabat, Tangier, Tetouan) or Tunisia (Tunis, Sfax)

Compensation: USD

Company

Global Intelligent Support-as-a-Service leader partnering with tech companies like MasterCard, Calm and MacPaw in 30+ countries.

What you will do

• Provide multilingual technical support in French and English via email, phone, chat, and video.
• Troubleshoot, reproduce, and report bugs to Product and Development teams.
• Maintain communication with customers and provide updates on issue resolutions.
• Analyze customer feedback to suggest product enhancements and platform improvements.
• Document all interactions in CRM and meet KPIs for response time and customer satisfaction.
• Manage high volumes of requests during peak travel seasons, holidays, and major events.

Requirements

• C1 proficiency in both French and English (spoken and written).
• 2+ years of experience in Customer, SaaS, or Technical Support.
• Proficiency in Excel, including VLOOKUP, for reporting and data analysis.
• Based in Rabat, Tangier, Tetouan, Tunis, or Sfax.
• Ability to work according to Europe/London (GMT+1) schedule, including overnight and weekend shifts.
• Own laptop (min 8GB RAM) and stable internet (50 Mbps download / 40 Mbps upload).

Nice to have

• Experience with Zendesk.
• Analytical mindset with the ability to identify patterns and suggest improvements.

Culture & Benefits

• Compensation paid in USD.
• Paid intensive training and probation period.
• Inclusive international environment with a "People First" management approach.
• Referral bonuses for bringing in new talent.
• Focus on work-life balance and professional growth.