Technical SaaS Support Specialist (remote)

SupportYourApp

What you will do:

• Deliver multilingual support in French and English;
• 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 key performance indicators (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;
• Manage high volumes of requests during peak travel seasons, holidays, and major events.

What you need to succeed in this role:

• Strong 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 similar role;
• 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;
• Basic computer skills and ability to work with CRM systems and support tools;
• 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).

Will be a great plus:

• Experience with Zendesk is a strong advantage;
• An analytical mindset with the ability to identify patterns, solve problems, and suggest improvements.