Customer Support Consultant, Native French, English C1
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Job Description
Customer Support Consultant at SupportYourApp delivering outstanding customer service in a remote and multicultural setting. Managing tickets and providing troubleshooting assistance for clients in various industries.
Responsibilities:
- Deliver outstanding customer support via phone and email;
- Manage incoming tickets, investigate issues and ensure timely follow-ups;
- Provide first-level troubleshooting and escalate complex cases when needed;
- Guide customers through software workflows, settings and configuration screens using documented procedures;
- Support customers with how-to questions and common accounting workflows;
- Coordinate with internal specialists regarding escalated cases;
- Maintain accurate ticket documentation and contribute to knowledge base updates;
- Keep up with evolving tools, processes and product updates;
- Handle sensitive customer data with care and security;
- Maintain deep understanding of client solutions and meet KPI;
- Communicate with developers and cross-functional specialists.
Requirements:
- Native French;
- Excellent English communication skills (at least C1 level for both spoken and written);
- Experience in a customer-facing support role, ideally within a B2B or software environment;
- Strong communication skills and ability to manage customer expectations professionally;
- Structured and process-oriented approach to troubleshooting and ticket handling;
- Ability to investigate issues methodically and follow documented procedures to identify when issues should be escalated;
- Comfortable navigating complex software, settings, and configuration screens;
- Fast learner with the ability to master complex software products over time;
- Positive, proactive and responsible attitude;
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).
Benefits:
- Fixed schedule: Monday–Friday, 9am - 5pm, GMT+2;
- Opportunity to cooperate fully remotely;
- Inclusive international environment;
- Compensation in USD;
- Rewards for referring friends;
- Balance between project workload and personal time, but also – internal health policy;
- Responsive leadership interested in your development and long-lasting cooperation;
- Greenhouse conditions for self-development;
- A culture built on trust, with no time-tracking requirements.
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