Technical SaaS Support Specialist (SaaS)

TL;DR

Technical SaaS Support Specialist (SaaS): Delivering multilingual technical support in French and English for global SaaS, software, or hardware solutions with an accent on troubleshooting, bug reporting, and customer satisfaction. Focus on resolving complex technical issues via multiple channels and optimizing the platform experience through customer feedback.

Location: Global Remote

Company

Global Intelligent Support-as-a-Service leader partnering with tech companies and industry leaders in 30+ countries since 2010.

What you will do

• Provide multilingual technical support in French and English via email, phone, chat, and scheduled video calls.
• Troubleshoot and escalate technical issues while maintaining regular communication with customers.
• Identify, reproduce, and report bugs clearly to Product and Development teams.
• Analyze customer feedback and suggest product improvements to enhance the platform experience.
• Maintain high service standards by meeting KPIs such as response time, resolution rate, and customer satisfaction.
• Document all customer interactions accurately within the CRM system.

Requirements

• Strong French and English skills (C1 level) for both spoken and written communication.
• At least 2+ years of experience in Customer Support, SaaS Support, or Technical Support.
• Proficiency in Excel, specifically VLOOKUP, reporting, and data analysis.
• Ability to work according to the Europe/London (GMT+1) schedule, including evening, overnight, and weekend shifts.
• Personal computer with at least 8GB RAM and a stable internet connection (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

• Inclusive international environment with a multicultural and multilingual community.
• Compensation provided in USD.
• Paid intensive training and probation period.
• Referral bonuses for recommending friends.
• Focus on work-life balance and a People First management approach.