About the job
Are you driven by a passion for assisting customers and adept at resolving both software and hardware challenges? Join Keycafe as a Bilingual Customer Service Representative (French/English) and provide exceptional support to our global clientele from the comfort of your home in Morocco.
In this role, you will troubleshoot technical issues, guide users through product features, and ensure a smooth experience via phone, chat, and email. We value exceptional communication skills, strong problem-solving abilities, and a deep sense of responsibility and reliability.
As part of a rapidly expanding SaaS/IoT company, you will contribute to our SmartBox key management system, which supports secure operations for businesses across more than 30 countries.
Key Responsibilities
- Deliver friendly, prompt, and precise support in English and French through phone, chat, and email.
- Troubleshoot both software and hardware issues, escalating complex cases when necessary.
- Efficiently manage and prioritize multiple support tickets in a fast-paced environment.
- Assist customers with the setup, configuration, and utilization of Keycafe’s SmartBox system.
- Document resolutions and recognize recurring technical issues to enhance processes.
- Collaborate with internal teams to ensure customer feedback informs product development.
- Engage in support projects that drive the improvement of tools, workflows, and knowledge resources.
- Maintain professionalism while addressing challenging customer situations.
Why You Should Join Keycafe
- Global Impact: Provide support to customers across various industries worldwide, from hospitality to logistics.
- Innovative Environment: Work with cutting-edge SaaS/IoT technologies and engage with AI-driven support advancements.
- Opportunities for Growth: Benefit from training, mentorship, and career advancement in a rapidly growing organization.
About Keycafe
Headquartered in Vancouver, Keycafe provides secure and efficient key management solutions for businesses around the globe. Our SmartBox system merges IoT hardware with cloud software, enabling organizations to manage their keys with complete control anytime and anywhere. From hospitality and property management to logistics, fleets, and government sectors, companies trust Keycafe for secure, efficient, and scalable operations.
