Technical SaaS Support Specialist

Responsibilities

• Deliver multilingual technical support in French and English via email, phone, chat, and video calls
• Troubleshoot, resolve, and escalate complex technical issues and support requests
• Identify, reproduce, and report bugs clearly to Product and Development teams
• Maintain regular communication with customers to provide timely updates on resolutions
• Gather customer feedback to suggest product improvements and enhance platform experience
• Document all customer interactions accurately within the CRM system
• Meet key performance indicators (KPIs) including response time, resolution rate, and customer satisfaction

Requirements

• C1 level proficiency in both French and English (spoken and written)
• 2+ years of experience in Customer Support, SaaS Support, or Technical Support
• Strong Excel skills, including proficiency with VLOOKUP for data analysis
• Experience working with CRM systems and various support tools
• Personal laptop with at least 8GB of RAM
• Stable internet connection (minimum 50 Mbps download / 40 Mbps upload)
• Ability to work flexible shifts, including evenings, weekends, and overnight hours

Preferred Qualifications

• Previous experience using Zendesk
• Strong analytical mindset with the ability to identify patterns and suggest process improvements

Benefits

• Compensation paid in USD
• Paid intensive training and probation period
• Inclusive and multicultural international work environment
• Opportunities for professional growth and self-development
• Referral bonuses for successful candidate recommendations

About the Company

SupportYourApp is a global Intelligent Support-as-a-Service leader. Since 2010, we have partnered with tech industry leaders like MasterCard, Calm, and MacPaw to deliver secure customer and technical support in over 60 languages across 30+ countries.