Chargé(e) Support Client
On-siteAntananarivo, Analamanga, Madagascar
Job Summary
Manage incoming support tickets by qualifying requests, reproducing bugs across web and mobile platforms, and applying the support workflow to deliver clear, professional communication via email, video, and WhatsApp. Draft structured closure reports and coordinate with Customer Success, Product, and Tech teams. Provide functional assistance to users through brief video micro-training and guide configuration of journeys and features. Maintain the Knowledge Base by writing articles, updating content based on client feedback, and structuring recurring FAQs. Oversee the deployment of branded apps by verifying client inputs, tracking Apple Developer account configurations, and ensuring consistency before launch. Contribute to security questionnaires, human testing, and support AI improvements.
Required Qualifications
- Français écrit et oral irréprochables
- Bon niveau d'anglais (écrit + oral)
- Aisance avec un SaaS complexe
- Reproduction et documentation des bugs
- Outils : ticketing, Google Workspace / Microsoft, visio
- Bac à Bac+5
- informatique de gestion, support, relation client B2B, QA fonctionnelle ou équivalent
- Idéalement une première expérience en support applicatif, support SaaS, CSM avec composante support, ou QA fonctionnelle
- Fiabilité
- Discrétion
- engagement long terme
- Une vraie appétence pour les produits digitaux et l'expérience client
Desired Qualifications
- notions QA fonctionnelle, documentation, IA
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