Bilingual Customer Service Representative (French/English) - SaaS/IoT Support, Remote

Morocco

950 - 1,100 € par mois

Décryptage du poste par Postule AI

Résumé du rôle

Keycafe seeks a bilingual (French/English) Customer Service Representative for remote work in Morocco. You'll provide technical support for a global SaaS/IoT key management system across phone, chat, and email. The role requires 2+ years of customer service experience, strong troubleshooting skills for both software and hardware, and a bachelor's degree. Compensation is EUR 950-1100/month (60% base, 40% performance). This is an excellent opportunity to support innovative technology across 30+ countries while developing your career in a growing tech company.

Exigences clés (estimation)

Provide multilingual support in English and French across phone, chat, and email channels
Troubleshoot software and hardware issues, escalating complex cases appropriately
Manage multiple support tickets simultaneously in high-volume environments
Guide customers through SmartBox system setup, configuration, and feature usage
Document solutions and identify recurring issues for continuous process improvement
Collaborate with internal teams to incorporate customer feedback into product development

Compétences

Bilingual fluency in French and English (written and spoken)Technical troubleshooting for software and hardware systemsMulti-channel customer support (phone, email, chat)Ticket management and prioritization in high-volume environmentsEmpathy and professionalism in handling escalated situationsStrong typing speed and accuracy for chat support

Niveau estimé

This role requires 2+ years of customer service experience, preferably in technical support or SaaS environments. You should have proven troubleshooting abilities and the capacity to handle complex customer interactions independently.

Attributs détectés par l’IA (si absents de l’offre)

Type de poste: full-time
Mode de travail: Télétravail
Niveau d'expérience: 1–3 ans
Fonction: Service client / SAV
Secteur: Informatique / IT
Niveau d'études: Licence / Bac+3
Langues: Anglais, Français

Cette analyse a été générée automatiquement par Postule AI à partir de l'offre.

About the Role

Join Keycafe as a Bilingual Customer Service Representative delivering world-class support for our global SaaS/IoT customers. You'll troubleshoot technical issues, guide customers through product features, and ensure seamless experiences across phone, chat, and email channels. This role requires exceptional communication, strong problem-solving skills, and a deep sense of ownership.

Main Responsibilities

Provide prompt, friendly, and accurate support in English and French across phone, chat, and email channels
Troubleshoot both software and hardware issues, escalating complex cases when necessary
Manage and prioritize multiple support tickets simultaneously in a high-volume environment
Guide customers through setup, configuration, and feature use of Keycafe's SmartBox key management system
Document solutions and identify recurring technical issues to drive process improvements
Collaborate with internal teams to ensure customer feedback shapes product development

Required Qualifications

Fluent bilingual proficiency in French and English with excellent written and spoken communication
2+ years of customer service experience, preferably in technical support or SaaS environments
Proven ability to troubleshoot software and hardware issues logically and efficiently
Strong multitasking skills managing multiple communication channels simultaneously
Bachelor's degree in Computer Science, Communications, or related field
Excellent typing speed and accuracy for chat-based support
Calm, empathetic, and professional demeanor in high-pressure situations

Why Join Keycafe

Global Impact: Support customers across industries worldwide, from hospitality to logistics, in over 30 countries
Tech-Forward Environment: Work with cutting-edge SaaS/IoT systems and AI-driven support innovations
Growth Opportunities: Training, mentorship, and advancement within a rapidly scaling company

Nice to Have

Experience with B2B customers or enterprise support
Familiarity with Zendesk, Slack, or similar support tools
Comfort adapting to new technologies and AI-enhanced support systems

Cette description d'emploi a pu être reformatée par Postule pour améliorer sa lisibilité et sa présentation. Le contenu et les informations restent fidèles à l'offre d'emploi originale. .