Job Description

Roles & Responsibilities

What You Will Do:

• 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.

What you need to succeed in this role:

• 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).

Desired Candidate Profile

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).