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

Thailand·BangkokRemoteContractmid

Other

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Quick Summary

Key Responsibilities

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

Requirements Summary

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,

Technical Tools

Other

Responsibilities

~1 min read

→Deliver outstanding technical support via emails and outgoing calls;
→Respond , troubleshoot and escalate 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.

Requirements

~1 min read

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).