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

This role focuses on providing technical help to customers by email, phone, chat, and scheduled video calls, while also making outgoing calls when needed. Day to day, the specialist keeps customers updated on open issues, troubleshoots and escalates technical problems, records all interactions in the CRM, and reports bugs to product and development teams. The job also includes collecting customer feedback, spotting repeated issues, and passing on ideas that could improve the platform. Performance is measured against service targets such as response speed, resolution rate, and customer satisfaction, and the person in the role is expected to stay informed about product changes and industry developments. The advert highlights strong Excel ability, including VLOOKUP, reporting, and data analysis, alongside solid problem-solving skills and a customer-first approach. It asks for at least two years of experience in customer support, SaaS support, or technical support, ideally with complex technical products. Candidates need fluent French and English at C1 level in both speaking and writing. The position is remote and offered on a contractor basis. It is aimed at someone comfortable working in a multicultural, multilingual setting and handling several priorities at once.