Technical Support Specialist (French speaking)

About the role

The Technical Support Specialist is a high‑visibility position within the Support Operations team, responsible for delivering exceptional service to the EIS client base. Working remotely from Ireland, you will act as a bridge between customers, engineers, and developers, ensuring issues are resolved quickly and efficiently while maintaining strong relationships.

Key responsibilities

• Collaborate with SupportOps leadership to identify operational gaps and prevent SLA breaches.
• Design, develop, roll out, and maintain support tooling and workflows.
• Onboard internal teams and external customers to SupportOps services, providing training and knowledge sharing.
• Meet or exceed customer expectations for response quality, timeliness, and overall experience.
• Take end‑to‑end ownership of customer issues, from troubleshooting to root‑cause analysis and resolution.
• Advocate for customers and work with cross‑functional teams to improve products, processes, and services.
• Act as incident commander during critical incidents, guiding on‑call resources to deliver timely work‑arounds.

Required profile

• Minimum 3 years of experience in Technical Help Desk, Technical Support, Application Support, or Production Support for SaaS or complex software/CRM solutions.
• Fluent in English and French.
• Proven experience using ticketing systems to manage and resolve issues.
• Calm, composed, and articulate when handling difficult customer situations.
• Strong sense of ownership, dependability, and accountability.
• Curious learner with a passion for continuous improvement.
• Excellent active listening and relationship‑building skills.

Required skills

• Ticketing systems
• SaaS applications
• CRM solutions
• Support tooling configuration

What we offer

• Remote work flexibility
• Opportunity to influence product and process improvements
• Collaborative, multilingual team environment