French + English Technical Support

We are looking for a bilingual Support Engineer to join a global technology team supporting users of a SaaS platform. This role is focused on customer communication, troubleshooting, and providing high-quality assistance through phone and email channels.

The ideal candidate has experience in voice/customer support, strong communication skills, and the ability to quickly understand and resolve user requests in a professional manner.

Responsibilities

• Handle inbound customer requests via phone and email, providing timely and professional support.
• Assist users with platform-related questions, account issues, access requests, and general troubleshooting.
• Guide customers through product features, processes, and best practices.
• Investigate issues, identify solutions, and ensure customer requests are fully addressed.
• Escalate complex cases to Tier 2 support teams when required.
• Maintain up-to-date knowledge of the platform and available services.
• Manage daily workload independently while prioritizing tasks effectively.
• Meet defined support performance indicators, including response time, resolution time, and customer satisfaction targets.
• Document customer interactions and maintain accurate records of issues and solutions.
• Maintain a positive, customer-focused attitude while collaborating with internal teams.

Requirements

• Fluent English and French (both written and spoken) — mandatory.
• 1–2 years of experience in customer support, technical support, helpdesk, or a related field is preferred.
• Previous experience with voice/phone support is highly desirable.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to explain technical information clearly to non-technical users.
• Customer-oriented mindset with empathy and confidence when handling requests.
• Ability to work independently as well as part of a team.
• Strong organizational skills and ability to prioritize multiple tasks.
• Basic knowledge of technical terminology.
• Good computer literacy and proficiency with Microsoft Office tools.

We Offer

• Long-term full-time remote opportunity.
• Work within an international and collaborative environment.
• Opportunity to develop expertise in a global SaaS platform.
• Professional growth through access to learning resources, training programs, workshops, and certifications.
• Exposure to large-scale international projects and modern technologies.
• Flexible working environment with remote work options.
• Supportive company culture with a strong professional community.
• Access to employee support programs, including health, wellbeing, and professional development initiatives.

Project Details

• Working hours: EU timezone.
• Location: Ukraine, Bulgaria, Czech Republic, Slovakia, Poland, Romania.
• Start date: ASAP.
• Duration: Long-term.