(fluent French & English) Technical SaaS Support Specialist (remote)

SupportYourApp

20h•Remote

About The Position

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. This role offers the opportunity to be part of the world’s leading SaaS, software, or hardware solutions, working in a multicultural and multilingual environment from your home office. The company emphasizes a People First management approach, encouraging skill development and goal achievement.

Requirements

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.
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).

Nice To Haves

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

Responsibilities

Deliver multilingual support in French and English.
Respond, troubleshoot, and escalate support requests, including technical issues, via email, phone, chat, and 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.