Description
We are seeking a Technical SaaS Support Specialist to join our team remotely. As a Technical Support Consultant, you will deliver outstanding technical support via emails and outgoing calls, respond, troubleshoot, and escalate support requests, and maintain regular communication with customers.
Responsibilities:
- Deliver outstanding technical support via emails and outgoing calls;
- 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 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.
Requirements:
- Excellent French and English skills (C1 for both spoken and written);
- At least 2+ years of experience in Customer Support, SaaS Support, or Technical Support, preferably supporting complex technical solutions;
- Strong Excel skills, including VLOOKUP, reporting, and data analysis;
- Excellent problem-solving abilities with a customer-first mindset;
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment;
- High attention to detail and accuracy in managing customer information;
- Experience with CRM systems;
- Commitment to delivering high-quality customer service and meeting performance targets;
- Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).
Benefits and Perks:
- Flexible schedule;
- Inclusive international environment;
- Compensation in USD;
- Good bonuses for referring friends;
- Paid intensive training and probation;
- Work-life balance;
- Responsive management interested in your growth and long-lasting cooperation;
- Greenhouse conditions for self-development.