Customer Support Consultant – Bilingual French/English (Remote)

About the role

We are looking for a bilingual French‑English Customer Support Consultant to join our global support team. You will work remotely, assisting customers of SaaS, software and hardware solutions, handling inquiries via phone, email and ticketing system.

Key responsibilities

• Respond to customer tickets and calls, investigate issues and provide timely follow‑up.
• Perform first‑level troubleshooting and escalate complex cases to specialists.
• Guide users through software workflows, settings and configuration screens using documented procedures.
• Document interactions accurately and contribute to the knowledge base.
• Collaborate with developers and cross‑functional teams to resolve technical problems.
• Maintain security and confidentiality of customer data.

Required profile

• Native French speaker with C1 level English (spoken and written).
• Previous experience in a customer‑facing support role, preferably B2B or software.
• Structured, process‑oriented approach to ticket handling.
• Strong communication skills and ability to manage expectations.
• Reliable PC (≥8 GB RAM) and stable internet connection (≥50 Mbps download, 40 Mbps upload).

Required skills

• Familiarity with ERP or accounting platforms such as Exact Globe, Exact Online, SAP or Odoo.
• Experience with remote‑desktop tools (Splashtop, TeamViewer, AnyDesk).
• Basic knowledge of CRM systems.
• Awareness of SQL or database concepts.
• Understanding of electronic invoicing standards (e.g., Peppol).

What we offer

• Fixed schedule: Monday‑Friday, 9 am‑5 pm GMT+2.
• Fully remote work environment.
• Opportunity to develop multilingual support expertise in a fast‑growing SaaS company.