SupportYourApp

Technical SaaS Support Specialist (French & English, Remote)

Rabat

CDD / ContratTélétravail1–3 ansFrançais, AnglaisService client / SAVInformatique / IT

L’essentiel du poste

Résumé par Postule AI

SupportYourApp seeks a bilingual (French/English C1) Technical Support Specialist to deliver exceptional customer support for SaaS solutions. This remote contract role requires 2+ years of technical support experience, strong Excel proficiency, and CRM expertise. You'll troubleshoot complex issues, communicate with customers across multiple channels, and collaborate with product teams to drive improvements. Ideal for proactive problem-solvers committed to customer satisfaction in a multicultural environment.

Vos missions

  • Deliver technical support via email, phone, chat, and video calls; troubleshoot and escalate complex issues
  • Maintain customer communication with timely updates on issue resolutions and maintain CRM documentation
  • Identify, reproduce, and report bugs to Product and Development teams; gather feedback for improvements
  • Meet KPIs including response time, resolution rate, and customer satisfaction targets
  • Stay current with platform updates, policies, and industry trends

Profil recherché

  • You are fluent in both French and English at C1 level and enjoy multilingual environments
  • You have 2+ years of technical support experience and thrive solving complex problems
  • You are proactive, detail-oriented, and committed to delivering excellent customer service
  • You work well independently in a remote setting with strong self-discipline

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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 us as a Technical Support Consultant and thrive in a multicultural, multilingual remote environment. You'll unlock your potential by mastering new skills and achieving challenging goals with our People First management approach.

Main Responsibilities

  • Deliver outstanding technical support via emails, phone calls, chat, and scheduled video calls
  • Respond to, troubleshoot, and escalate support requests, including complex technical issues
  • Maintain regular communication with customers and provide timely updates on issue resolutions
  • Identify, reproduce, and report bugs clearly to Product and Development teams
  • Gather customer feedback and suggest product improvements to enhance platform experience
  • Maintain high service standards by meeting KPIs: response time, resolution rate, and customer satisfaction
  • Accurately document all customer interactions in the CRM system
  • Stay current with platform updates, new policies, and industry trends

What You Need

  • Fluent French and English (C1 level) for both spoken and written communication
  • 2+ years of experience in Customer Support, SaaS Support, or Technical Support for 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
  • Personal laptop/computer (minimum 8GB RAM) and stable internet (50 Mbps download, 40 Mbps upload)

Nice to Have

  • Experience with Zendesk
  • Analytical mindset with ability to identify patterns and suggest improvements

Benefits & Perks

  • Flexible schedule and work-life balance
  • Inclusive international environment
  • Compensation in USD
  • Paid intensive training and probation
  • Referral bonuses
  • Responsive management focused on your growth
  • Opportunities for self-development

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