French-Speaking Customer Support Specialist (Contract)

Glooko; Göteborgs kommun; Remote; SEK 351,000 - 526,000; Part time

Job summary

Glooko is seeking a Customer Support Specialist on a 5-month fixed-term contract to support users including patients, clinics, and partners. The role emphasizes French-language technical support, ticket triage, documentation, and cross-functional collaboration with Product, Engineering and Commercial teams.

You will handle Zendesk Support across phone, chat, and email during scheduled business hours (Eastern time).

Qualifications

• Bachelor's degree required or relevant experience.
• Proficient/Advanced fluency in French is mandatory.
• Experience with the Zendesk Support toolset is strongly preferred.
• Curiosity for understanding how it works under the hood – software, device management, and transfer protocols.
• Ability to build and utilize in-depth knowledge of company products, programs and internal support tools to effectively assist customers.
• Strong collaboration skills to leverage the expertise of colleagues and team members within the Customer Support department to resolve customer issues.
• Customer-Centric: A natural helper who genuinely enjoys making customers happy and offers effective customer service for all internal and external Glooko customers.
• Action-Oriented & Problem-Solving: Strong problem-solving skills, independent self-direction, and timely execution.
• Troubleshooting: Excel at troubleshooting, root cause analysis, and solving problems.
• Communication: Effective communicator with a clear, friendly, and precise approach.
• Adaptability & Energy: Energetic but patient and able to switch gears easily.
• Empathy: Ability to show empathy and understanding.

Responsibilities

• Provide timely and accurate support to users via Zendesk Support via phone, chat, and email during scheduled business hours.
• Provide timely, clear updates that keep the customer informed of next steps while the ticket is open.
• Author internal notes to document the support interaction, decisions, and resolution.
• Create product knowledge documentation (text, screenshots, and/or video).
• Advocate for the customer and their feedback to Product and User Experience teams.
• Escalate to Quality, Product, and Engineering when needed with detailed issue reports.
• Support client health and the customer journey beyond the immediate ticket.
• Identify opportunities to improve the customer experience through communication, process, or tools.

Skills

French language proficiency

Zendesk experience

Communication skills

Troubleshooting

Customer empathy

Education

Bachelor's degree or equivalent

Tools

Zendesk Support

Job description

Glooko is seeking a Customer Support Specialist on a 5-month fixed-term contract to support users including patients, clinics, and partners. The role emphasizes French-language technical support, ticket triage, documentation, and cross-functional collaboration with Product, Engineering and Commercial teams.

You will handle Zendesk Support across phone, chat, and email during scheduled business hours (Eastern time).