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

SupportYourApp; Montpellier; Remote; EUR 44,000 - 67,000; Full time

Benefits offered by this job

Flexible schedule

Inclusive international environment

Compensation in USD

Good bonuses for referring friends

Paid intensive training and probation

Work-life balance

Responsive management

Greenhouse conditions for self‑develop

Job summary

SupportYourApp is a global Intelligent Support-as-a-Service leader seeking a Technical Support Consultant. You will handle technical support via email and calls, assisting customers in French and English, and contributing to high-quality service.

You bring 2+ years in SaaS/technical support, strong Excel and CRM experience, and a proactive problem-solving mindset. A personal laptop and reliable internet are required, with Zendesk being a plus.

Qualifications

• 2+ years in Customer Support, SaaS Support, or Technical Support.
• Fluent French and English (C1).
• Strong Excel skills (VLOOKUP, reporting, data analysis).
• Experience with CRM systems and Zendesk is a plus.
• Own laptop with 8GB RAM and reliable internet.

Responsibilities

• Deliver technical support via emails and calls.
• Troubleshoot and escalate requests, including technical issues.
• Maintain regular communication with customers and provide updates.
• Identify, reproduce, and report bugs to Product/Development teams.
• Gather customer feedback and suggest product improvements.
• Meet KPIs such as response time, resolution rate, and satisfaction.
• Document all customer interactions in the CRM system.
• Stay updated with platform updates and policies.

Skills

French (C1)

English (C1)

Customer Support

SaaS Support

CRM systems

Excel (VLOOKUP)

Problem solving

Tools

Zendesk

CRM tools

Job description

Who are we?

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. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?

Join our community as a Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.

What you will do:

• Deliver outstanding technical support via emails and outgoing calls;
• Respond , troubleshoot and elevate support requests, including technical issues, via email, phone, chat, 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 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.

What you need to succeed in this role:

• Excellent 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 similar role is a must;
• 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;
• 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).

Will be a great plus:

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

Benefits and Perks:

• Flexible schedule;
• Inclusive international environment;
• Compensation in USD;
• Good bonuses for referring friends
• Paid intensive training and probation;
• Work-life balance;
• Responsive management interested in your growth and long-lasting cooperation;
• Greenhouse conditions for self-development.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.