Platform Support Specialist (French Speaker)

About the role

We are looking for a Platform Support Specialist who is fluent in French to join Generix Group’s customer‑facing support team. You will provide first‑level technical assistance for our SaaS supply‑chain platform, ensuring issues are resolved quickly and customers receive a high‑quality experience.

Key responsibilities

• Act as the primary contact for French‑speaking clients reporting platform‑related incidents.
• Analyse, troubleshoot and resolve performance or functionality problems within agreed SLA times.
• Log, track and escalate incidents to back‑office technical teams when necessary.
• Develop and maintain work‑arounds, fixes and documentation for recurring issues.
• Contribute to the knowledge base and help refine troubleshooting guides.
• Provide feedback on frequent problems or feature requests to influence product improvements.

Required profile

• Degree in Computer Science, Information Technology or a related discipline, or equivalent professional experience.
• Strong understanding of SaaS platforms and ability to diagnose technical issues.
• Excellent written and verbal communication in French and English.
• Customer‑focused attitude with the ability to work under pressure.

Required skills

• Incident management and ticketing.
• Platform troubleshooting.
• Knowledge of SaaS environments.