Customer Support Consultant, Native French, English C1

Responsibilities

• 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 KPIs.
• Communicate with developers and cross-functional specialists.

Requirements

• 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)