French Market Technical Support Specialist

We are seeking a passionate Technical Support Specialist fluent in French and English to join our growing global Customer Support Team. Bringing previous experience working with Point of Sale (POS) Payments or within a SaaS company, you will be responsible for providing technical product support to our customers across the EMEA region. You will become an expert on our platform and use prior knowledge from working in a SaaS company to troubleshoot questions from our customers and provide timely & quality responses to them.

Responsibilities

Be the first point of contact for our customers - answer incoming calls, respond to tickets and engage customers via email; Consult with customers to provide information about our products and platform builds; Learn our platform inside out, and be hands-on with the platform configuration; Be hands-on with troubleshooting technical hardware issues that occur with POS and payment terminals; Document, submit and track platform bugs until they are resolved (we use JIRA!); Various administrative duties, including market research, internal processes and ensuring consistency with the global team; Deliver excellent customer service at all times; Work closely with our AWESOME team to ensure our customers have remarkable experiences

Requirements

1-2 years of experience working in a similar role within a SaaS or POS payments business; Fluent C1 French and C1 English speaker; Formal IT qualifications; Experience using ticketing systems - Salesforce Service Cloud; Strong written & verbal communication skills; Very tech-savvy and able to pick up new tools very quickly; Willing to proactively self-learn about technology and work autonomously in a fast-paced, entrepreneurial environment; Demonstrated experience with troubleshooting methodologies and implementing them in your workflow; Great customer service skills; High level of organizational skills and time management skills; Strong attention to detail; Resides in Banja Luka, Bosnia and Herzegovina

Nice to have

Bachelor’s degree in a related field; Troubleshooting experience working with payment systems as well as APIs

Benefits

Work on a category-leading product that customers love in a fun, high-growth industry; 4 ROLLER Recharge days per year if company goals are met; Engage in our ‘Vibe Tribe’ - led by our team members; you can contribute to company-wide initiatives directly; regular events and social activities, fundraising & cause-related campaigns; Team Member Assistance Program to proactively support our team's health and wellbeing - access to coaching, education modules, weekly webinars, and more; Work with a driven, fun, and switched-on team that likes to raise the bar in all we do; Individual learning & development budget plus genuine career growth opportunities as we continue to expand