Customer Support Specialist, French speaking

Role overview Fully remote position based in Hungary for a bilingual Customer Support Specialist who will serve as the first point of contact for customers of remote IT support software products. The role blends inbound calls, callback requests, email handling, and live remote assistance, with a strong emphasis on first-contact resolution. Fluent French and English are required for both written and verbal communication.

Responsibilities - Respond to inbound calls, callback requests, and email tickets in French and English, initiating test scenarios or remote sessions as needed. - Troubleshoot end-to-end issues independently and resolve them during the initial interaction whenever possible. - Document and manage customer cases in the support platform and case management system, adhering to service-level agreements. - Gather reproduction steps, screenshots, error messages, and system or application logs to support investigation and escalation. - Collaborate with next-level support teams on more complex issues and continuously build product and technical knowledge.

Requirements - Fluent written and verbal communication in French and English, with the ability to explain technical concepts clearly. - Previous customer-facing IT support experience, including strong troubleshooting and analytical skills. - Demonstrated ability to lead remote support sessions and capture accurate reproduction details and logs. - Solid user-level knowledge of Windows, macOS, Android, and iOS, plus hands-on troubleshooting of endpoint, connectivity, software installation, permission, proxy or firewall, network instability, login, and basic MFA or SSO issues. - Collaborative mindset, willingness to adapt to change, and effective time management.

Benefits and work setup - Fully remote work arrangement within Hungary. - Health benefits, generous paid time off including holidays, volunteer days, and self-care days. - Tuition reimbursement and access to instructor-led and on-demand learning programs. - Wellness offerings including an Employee Assistance Program, wellness app, and one-on-one coaching, plus employee-led community programs.