About the Role
The role involves providing remote customer support to French-speaking clients, troubleshooting technical issues, and maintaining high satisfaction through clear communication and problem-solving.
Responsibilities
- Respond to customer inquiries in French via email, chat, and phone
- Diagnose and resolve technical problems for users in a timely manner
- Escalate complex issues to appropriate internal teams
- Maintain accurate records of customer interactions and resolutions
- Follow support procedures and service level agreements
- Assist users with account setup and access issues
- Guide customers through troubleshooting steps
- Report recurring technical problems to development teams
- Provide feedback to improve support documentation
- Stay updated on product changes and new features
- Ensure compliance with data privacy and security policies
- Work across multiple time zones as needed
- Handle sensitive customer information with confidentiality
- Meet performance metrics for response and resolution times
- Collaborate with team members on shared cases
- Adapt communication style to diverse customer needs
- Use CRM tools to log and track support tickets
- Contribute to knowledge base content updates
- Participate in team meetings and training sessions
- Maintain professionalism during high-pressure situations
Compensation
Competitive salary with benefits
Work Arrangement
Remote
Team
Global customer support team
Languages Required
- Native or near-native proficiency in French is mandatory
- Professional fluency in English is required
Technology Setup
- Applicants must have a dedicated computer with minimum 8GB RAM
- High-speed internet connection with at least 25 Mbps download speed
- Webcam and headset with noise-canceling microphone
Work Hours
- Flexible shifts including evenings and weekends
- Availability to cover European and North American time zones
Onboarding Process
- Two-week remote training program
- Shadowing experienced team members
- Progress assessments during first 90 days
Performance Metrics
- First response time under 30 minutes
- Resolution rate of 85% within 24 hours
- Customer satisfaction score above 4.5/5
Career Development
- Opportunities for advancement to team lead roles
- Access to online learning platforms
- Quarterly performance reviews with growth planning
Equipment Policy
- No company-provided equipment
- Candidates must use their own qualified setup
Background Check
- Successful completion required before onboarding
- Includes identity and employment verification
Application Process
- Submit resume and cover letter in French
- Initial screening via video call
- Skills assessment in French and English
Team Culture
- Collaborative and inclusive remote environment
- Regular virtual team check-ins
Not available
