SupportYourApp

Customer Support Consultant (French & English C1, Remote)

Rabat

CDD / ContratTélétravail0–1 anFrançais, AnglaisService client / SAVCentres d’appel / BPO

L’essentiel du poste

Résumé par Postule AI

SupportYourApp seeks a bilingual Customer Support Consultant (French & English C1) for remote L1 support delivery. The role involves handling customer inquiries across chat, email, and phone; managing transactions, payouts, and subscriptions; and escalating complex issues. Requires minimum 6 months support experience, CRM knowledge, and ticket-based support proficiency. Fixed schedule (5 PM–1 AM or 1 PM–9 PM UTC, Monday–Friday). Fully remote with USD compensation and a People First management culture.

Vos missions

  • Provide L1 customer support through multiple channels (chat, email, phone) for tech company clients
  • Assist customers with product questions, how-to requests, and subscription guidance
  • Handle payout and transaction status inquiries using knowledge base resources
  • Identify and escalate recurring or complex technical issues to specialized teams
  • Troubleshoot and resolve common customer issues following established procedures

Profil recherché

  • You are fluent in both French and English at C1 level and enjoy multilingual customer interactions
  • You have at least 6 months of customer support experience and thrive in ticket-based environments
  • You are proactive, analytical, and comfortable working fixed evening/night hours (5 PM–1 AM or 1 PM–9 PM UTC)
  • You value remote work flexibility and a trust-based, People First management culture

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About SupportYourApp

SupportYourApp is a global intelligent Support-as-a-Service leader partnering with tech companies and industry leaders like MasterCard, Calm, and MacPaw across 30+ countries since 2010. We deliver secure customer and technical support in 60 languages across diverse industries.

The Role

Join our team as a Customer Support Consultant and thrive in a multicultural, multilingual environment while working from home. You'll unlock your potential by mastering new skills and achieving challenging goals with our People First management approach.

What You Will Do

  • Provide L1 customer support through chat, email, and calls
  • Assist customers with product-related questions and how-to requests
  • Handle payout and transaction status inquiries
  • Provide guidance on subscription-related questions
  • Identify and escalate recurring or complex technical issues to appropriate teams
  • Use the knowledge base to troubleshoot and resolve common customer issues

What You Need to Succeed

  • Excellent French and English skills (minimum C1 for both spoken and written)
  • At least 6 months of experience in customer and technical support
  • Experience with CRM systems
  • Experience handling customer issues in ticket-based support environments across email, phone, and chat
  • Strong analytical thinking and research skills
  • Ability to learn and follow precise procedures
  • Personal computer with at least 16GB RAM and stable internet (minimum 45 Mbps download, 20 Mbps upload)

Nice to Have

  • Prior technical support experience with time and attendance or workforce management (WFM) systems
  • Salesforce experience

Benefits

  • Fixed schedule: Monday–Friday, 5 PM–1 AM or 1 PM–9 PM UTC
  • Fully remote work opportunity
  • Inclusive international environment
  • Compensation in USD
  • Referral rewards program
  • Balance between workload and personal time with internal health policy
  • Responsive leadership focused on your development
  • Self-development opportunities
  • Trust-based culture with no time-tracking requirements

Mise en forme par Postule ·

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