Application Support and Customer Success

Application Support Specialist (French is a MUST & English is a MUST) Location: Remote (European Union is a MUST!) About Us At Lucy, we're transforming how healthcare professionals manage their daily work. Our medical practice management software is used by doctors and clinics to streamline consultations, patient records, billing, scheduling, and much more. We're looking for a friendly, organized, and technically minded Application Support Specialist who is fluent in French and English and enjoys helping customers succeed. Your Responsibilities Provide first-line support to our customers via email, chat, and phone. Diagnose and resolve software issues or escalate them to our development team when necessary. Guide users through software features and best practices. Assist with customer onboarding and training sessions. Reproduce reported issues and document them clearly for developers. Follow up with customers to ensure issues have been fully resolved. Create and improve support documentation and knowledge base articles. Work closely with our product and development teams to improve the customer experience. Required Fluent spoken and written French and English. Excellent communication and interpersonal skills. Strong problem-solving abilities and attention to detail. Comfortable working with computers and learning new software quickly. Ability to remain calm and professional while assisting customers. Highly organized with good time management skills. Self-motivated and able to work independently in a remote environment. Nice to Have Previous experience in application, software, or technical support. Experience supporting SaaS or desktop software. Familiarity with Windows and macOS. Experience with ticketing systems such as Freshdesk, Zendesk, Jira, or similar. Healthcare or medical software experience is a plus, but not required.