Customer Support Agent (FR+EN)

Accountabilities: The professional will be responsible for providing responsive and effective customer support, ensuring users receive accurate guidance and timely solutions while maintaining a high standard of service. Act as the first point of contact for customer inquiries through phone and email channels. Provide friendly, professional, and solution-oriented support to users and partners. Troubleshoot issues and guide customers through technical or operational questions. Handle confidential information with discretion and professionalism. Resolve requests efficiently, aiming for first-contact resolution whenever possible. Follow up on open cases to ensure issues are fully addressed within expected timelines. Maintain updated knowledge of products, tools, and internal processes. Communicate clearly and empathetically, including in challenging customer situations. Collaborate with team members and use internal knowledge resources to improve support quality. Requirements: The ideal candidate is a customer-focused professional with strong communication skills, technical adaptability, and the ability to work independently in a remote environment. Fluent French and English communication skills, both written and spoken. Previous experience in customer support, customer service, or another client-facing role. Availability to work from Sunday to Friday, with flexibility to choose one day off during this period. Ability to work evenings and weekends according to operational needs. Experience with support platforms such as Zendesk and JIRA. Comfortable learning new digital tools and technologies quickly. Strong organizational skills and ability to manage multiple requests simultaneously. Excellent communication skills with a professional and empathetic approach. Ability to work independently while collaborating effectively with an international team. Benefits: 100% remote work environment. Flexible working hours within the required availability window. Freelance contract with a five-day work schedule. Opportunity to work with an international and collaborative team. Dynamic environment within a growing organization. Autonomy and flexibility to organize your work routine. Opportunity to develop customer support and digital service skills.