Bilingual Support Specialist (French/English)

About the Company

Zendesk is a service-first CRM company that builds software designed to improve customer relationships. As a leading provider of customer service and engagement platforms, we empower organizations to understand their customers, improve communication, and create lasting loyalty. Our global team is dedicated to innovating and providing tools that streamline interactions and enhance the customer experience across all channels. We believe in creating a culture where employees thrive, innovate, and make a real impact.

Job Description

Join Zendesk as a Bilingual Support Specialist (French/English) and become a vital part of our global customer service team. This is a fully remote position where you will provide exceptional technical support and customer service to our diverse client base, specifically assisting users in both French and English. You will be responsible for resolving customer queries, troubleshooting issues, and guiding users through our platform, ensuring a seamless and positive experience. If you are passionate about customer success, possess excellent communication skills in both languages, and thrive in a remote work environment, we encourage you to apply.

Key Responsibilities

• Provide front-line technical support to customers via email, chat, and phone in both French and English.
• Diagnose, troubleshoot, and resolve software and technical issues efficiently and effectively.
• Escalate complex issues to senior support engineers or relevant internal teams when necessary.
• Document all customer interactions, troubleshooting steps, and resolutions accurately in our CRM system.
• Educate customers on product features and best practices to maximize their use of Zendesk products.
• Maintain a high level of customer satisfaction through professional and empathetic communication.
• Contribute to our knowledge base by creating and updating support documentation in both languages.

Required Skills

• Fluency in written and spoken French and English (native or near-native proficiency).
• Proven experience in a customer service or technical support role.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Proficiency in using help desk software and remote support tools.
• Ability to work independently and manage time effectively in a remote setting.
• Tech-savviness and a quick learner of new software and technologies.

Preferred Qualifications

• Bachelor's degree in a relevant field or equivalent practical experience.
• Previous experience working in a fully remote environment.
• Familiarity with Zendesk products or other CRM/ticketing systems.
• Experience in a SaaS (Software as a Service) industry.
• Knowledge of basic web technologies (HTML, CSS, JavaScript) is a plus.

Perks & Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off (PTO) and company holidays.
• Home office setup stipend and ongoing remote work support.
• Opportunities for professional development and career growth.
• Employee assistance program and wellness initiatives.
• Dynamic and inclusive remote company culture with team-building events.

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