REQUIRED QUALIFICATIONS:

• 2+ years of customer service experience in a SaaS or technology-based environment.
• Strong technical knowledge of VoIP systems (e.g., SIP, softphones).
• Familiarity with email platforms and protocols (e.g., SMTP, IMAP, SPF, DKIM, DNS basics).
• Hands-on experience using Zendesk or a similar help desk/ticketing system.
• Excellent written and verbal communication skills.
• Ability to explain complex technical concepts to non-technical users.
• Must be able to work effectively in a remote environment without supervision or connectivity issues.
• Strong troubleshooting skills and the ability to multitask in a fast-paced, distributed team setting.

PREFERRED QUALIFICATIONS:

• Experience supporting B2B SaaS customers.
• Familiarity with APIs, webhooks, or basic scripting (e.g., JavaScript, Python).
• Experience using CRM tools such as Salesforce or HubSpot.
• Understanding of support operations and metrics (e.g., SLA tracking, ticket trends).
• Experience supporting third-party integrations (e.g., Zapier, Google Workspace, Microsoft 365).

QUALIFICATIONS REQUISES :

• Minimum de 2 ans d’expérience en service à la clientèle dans un environnement SaaS ou technologique.
• Solide connaissance technique des systèmes VoIP (ex. : SIP, téléphones logiciels).
• Bonne maîtrise des plateformes de courriel et des protocoles (ex. : SMTP, IMAP, SPF, DKIM, bases du DNS).
• Expérience pratique avec Zendesk ou un système de billetterie similaire.
• Excellentes compétences en communication orale et écrite.
• Capacité à expliquer des concepts techniques complexes à des utilisateurs non techniques.
• Capacité à travailler efficacement à distance sans supervision ni problèmes de connectivité.
• Solides compétences en dépannage et aptitude à gérer plusieurs tâches dans un environnement dynamique et réparti.

QUALIFICATIONS SOUHAITÉES :

• Expérience dans le support à des clients B2B SaaS.
• Familiarité avec les API, les webhooks ou les scripts de base (ex. : JavaScript, Python).
• Expérience avec des outils CRM tels que Salesforce ou HubSpot.
• Compréhension des opérations et métriques de support (ex. : suivi SLA, tendances des tickets).
• Expérience du support d’intégrations tierces (ex. : Zapier, Google Workspace, Microsoft 365).

ABOUT THE ROLE:

We are looking for a proactive and tech-savvy Customer Support Representative to join our fast-growing remote SaaS team. This role requires someone who is self-motivated, organized, and capable of delivering high-quality support while working independently. You’ll serve as a key contact point for our customers—resolving issues, sharing insights, and helping users succeed with our platform.

KEY RESPONSIBILITIES:

• Deliver prompt, professional, and empathetic support to customers via email, chat, and phone.
• Troubleshoot technical issues, particularly those related to VoIP systems and email configuration.
• Use Zendesk to manage, prioritize, and document customer inquiries.
• Collaborate with internal teams such as Product, Engineering, and Sales to escalate and resolve complex cases.
• Educate customers on product features and share best-practice guidance to ensure success.
• Identify recurring issues and contribute to improved support documentation and team processes.
• Meet or exceed performance standards, including SLA adherence, CSAT goals, and first-response times.