PRODUCT SUPPORT SPECIALIST-B2B E-INVOICING, FRANCE

<p>We're looking for a Junior Technical Support Specialist (<strong>1–2 years</strong> of technical or product support experience)<strong>&#xa0;</strong>to join an international team supporting a leading Financial SaaS platform focused on B2B e-invoicing and compliance solutions.</p><p>The role will be responsible for handling product support, managing customer communication in French, performing initial troubleshooting, coordinating escalations, and ensuring timely follow-through until closure. This is not a generic customer service role. The ideal candidate should be comfortable working in a B2B SaaS environment, supporting finance, tax, compliance, ERP, or technology users.</p><ul><li>Provide first-line product and technical support to French-speaking customers via email, phone, and ticketing systems.</li><li>Troubleshoot product issues, configuration questions, API-related errors, and integration challenges.</li><li>Analyze logs, XML/JSON payloads, error messages, and system responses to identify root causes.</li><li>Clearly document issues and prepare high-quality escalations for Engineering and Product teams.</li><li>Coordinate with cross-functional teams to ensure timely issue resolution.</li><li>Keep customers informed through regular updates until cases are resolved.</li><li>Support customers during critical incidents and ensure SLA commitments are met.</li><li>Contribute to the knowledge base by documenting solutions and best practices.</li><li>Handle customer data in accordance with GDPR and internal security guidelines.</li></ul> <p>Must-have</p><ul><li>1–2 years of experience in Technical Support, Product Support, Application Support, SaaS Support, or B2B Customer Support.</li><li>Fluent French (written and spoken).</li><li>Strong English communication skills.</li><li>Experience or understanding of <strong>API analysis and troubleshooting</strong>.</li><li>Basic knowledge of APIs, JSON, XML, logs, and integration concepts.</li><li>Strong analytical and problem-solving skills.</li><li>Excellent communication and customer-facing abilities.</li><li>Ability to work in a fast-paced, international environment.</li></ul><p>Nice to Have:&#xa0;</p><ul><li>Experience supporting ERP integrations (SAP, Oracle, Microsoft Dynamics, etc.).</li><li>Knowledge of finance, invoicing, compliance, or B2B transaction workflows.</li><li>Familiarity with GDPR and secure data handling.</li><li>Experience with incident management or priority customer escalations.</li></ul> <ul><li>Location: France.</li><li>Language: Native/ fluent French and strong business English.&#xa0;</li><li>Support coverage: France business hours, with possible extended support for critical incidents.</li></ul>