French Bilingual - Customer Service

About the role

The Technical Support Expert provides front‑line assistance to customers in both French and English, acting as a trusted advisor and the primary liaison between users and the company. This role blends technical troubleshooting with strong communication to ensure customers receive fast, accurate solutions and a world‑class experience.

Key responsibilities

• Deliver proactive and reactive support via phone, chat, and proprietary tools, handling product issues, billing questions, and subscription inquiries.
• Troubleshoot technical problems using log analysis, Fiddler, HAR Analyzer, browser developer tools, and SQL queries.
• Identify product bugs and improvement opportunities, feeding feedback to internal teams.
• Manage non‑complex escalated cases and ensure service‑level targets are met.
• Translate communications and localized content between English and French as needed.

Required profile

• Fluent in French (minimum CEFR C1) and English (minimum CEFR B2) with excellent written and verbal skills.
• Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent experience.
• Prior experience in IT‑related customer support, SaaS troubleshooting, or similar roles.
• Self‑motivated, organized, and able to stay calm under pressure.

Required skills

• SQL query writing and analysis.
• Use of Fiddler and HAR Analyzer for network traffic inspection.
• Browser developer tools for debugging client applications.
• Log analysis and troubleshooting of technical issues.
• Basic understanding of SaaS product environments.