78 applicants

Company

BigCommerce · 4 hours ago

Technical Support Representative - French Speaking - Remote

US - Remote

Full-time

Remote

Entry Level

$15.39/hr - $20.03/hr

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Responsibilities

Provide outstanding phone, email, and chat-based technical support to our customers in a fast-paced 24x7 environment (expect up to 7.5 hours of talk/chat time a day), in both French and English

Provide extraordinary support to our ever-growing merchant base with your unsurpassed customer service and problem solving capabilities

Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand

Communicate with the management team and developers to improve product functionality and resolve issues

Decrease incoming volume by striving toward first contact resolution and proactively onboarding and advising customers on eCommerce best practices

Assist customers with common billing, invoice, and account issues

Utilize classroom, video, and self-paced training to stay ahead of product advancements and eCommerce best practices; utilize your knowledge to solve problems efficiently

Display high levels of professionalism in recurring interactions with departments inside and outside of the CSS organization.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

French language proficiencyEnglish language proficiencyTechnical support experienceCustomer service skillsWeb technologies knowledgeProblem solving capabilitiesHTMLCSSJavaScriptJQuerySoft skills

Required

Business level fluency in both French and English languages, across written and spoken interactions

Provide outstanding phone, email, and chat-based technical support to our customers in a fast-paced 24x7 environment (expect up to 7.5 hours of talk/chat time a day), in both French and English

Provide extraordinary support to our ever-growing merchant base with your unsurpassed customer service and problem solving capabilities

Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand

Communicate with the management team and developers to improve product functionality and resolve issues

Decrease incoming volume by striving toward first contact resolution and proactively onboarding and advising customers on eCommerce best practices

Assist customers with common billing, invoice, and account issues

Utilize classroom, video, and self-paced training to stay ahead of product advancements and eCommerce best practices; utilize your knowledge to solve problems efficiently

Display high levels of professionalism in recurring interactions with departments inside and outside of the CSS organization

A work ethic that demonstrates dedication to the company, its mission, and the team; a desire to work in a culture of excellence

Exceptional at written and verbal communication skills in both French & English; an ability to communicate effectively with and deescalate frustrated or upset customers without taking it personally

Experience in a customer-facing, service-oriented role is required

Exceptional ability to utilize self-service resources (internal guides, Google-fu, external service portals, etc) to find solutions is required

Strong aptitude toward various web, eCommerce, and hosting technologies and how they work together

Exceptional critical thinking and soft skills with a passion for getting every customer on the path to success using thoughtful solutions that best fit each situation

Team player interested in growing and competing alongside some of the best technical support agents in the business; willingness to help and seek help from peers

Must be flexible to shift work and occasional overtime in a 24x7x365 environment

Preferred

Experience in a phone, email, or chat-based technical support or customer service contact center preferred

Ability to read or edit within at least one web language (HTML, CSS, Javascript, Jquery, etc), as well as a basic understanding of data structures, is preferred