Customer Support Engineer - French
SalsifyProduct Experience company
PortugalMid
TPG
Venrock
Permira Growth Opportunities Fund
Neuberger Berman
Cap Table Coalition
Warburg Pincus
Software Engineering
About the role
TL;DR
Provide technical support in French and English to customers using the Salsify platform.
- •As the first line of contact with our customers, you play a key role in ensuring their success using Salsify.
- •You are our customer's voice within Salsify as we strive to continually improve our product, our service, and our role as trusted advisors within the e-commerce industry.
- •Key Responsibilities Maintain high-quality technical support in English and French (email, ticketing system, phone, live chat) while consistently delivering on monthly KPIs and top quality support experience Accurately assesses the need to escalate cases to the next level of support, leadership, and internal teams (e.g. flagging churn risk) Confidently handles customer feedback, frustrations and case escalations Take a proactive approach in developing Salsify knowledge documentation; Familiarizing yourself with new products and services as they are introduced.
- •Identifying process challenges and escalating them to management, along with possible suggestions for improvement, wherever possible.
- •Requirements 2 or more years of customer support experience in a fast-paced environment Fluent (spoken and written) in English and French and comfortable addressing customer issues in either language Technical with a customer-first mindset and comfortable with HTML, APIs, log files, networking, system architecture and solving ambiguous issues Experience with common support tools like Salesforce, Jira (or similar) Can clearly and thoughtfully explain new technical concepts to a wide variety of personas
Required skills
Customer ServiceJiraSalesforceHTMLCSSJavaScriptPythonLinuxGit
Domain expertise
ecommerceretail
Benefits & perks
Equity, Health insurance, Medical benefits, PTO
Tech stack
HTMLCSSJavaScriptPythonSalesforceJiraLinuxGit