Technical Support Representative (French Speaking)

Employment Type: Full time Location Type: [Not Specified] Salary: [Not Specified]

Position Overview

BigCommerce is seeking a Technical Support Representative to join our 24x7 Customer Success Services (CSS) Team. As a French Speaking Technical Support Representative, you will be instrumental in supporting, providing value to, and powering the growth of merchants who utilize our leading eCommerce platform. Your role will involve educating customers on platform features, troubleshooting technical issues, and empowering merchants to enhance their sales.

Responsibilities

• Provide outstanding phone, email, and chat-based technical support to customers in a fast-paced 24x7 environment.
• Deliver extraordinary support to our growing merchant base with exceptional customer service and problem-solving capabilities.
• Develop solutions and utilize standard operating procedures to improve customer satisfaction and foster brand loyalty.
• Communicate with management and developers to enhance product functionality and resolve issues.
• Decrease incoming support volume by striving for first contact resolution and proactively onboarding customers.
• Advise customers on eCommerce best practices.
• Assist customers with common billing, invoice, and account issues.
• Utilize various training methods (classroom, video, self-paced) to stay current with product advancements and eCommerce best practices.
• Solve problems efficiently using acquired knowledge.
• Maintain high levels of professionalism in interactions with internal and external departments.

Requirements

• Business level fluency in both French and English languages (written and spoken).
• Exceptional written and verbal communication skills in both French and English.
• Ability to communicate effectively and deescalate situations with frustrated or upset customers.
• Experience in a customer-facing, service-oriented role is required.
• Experience in a phone, email, or chat-based technical support or customer service contact center is preferred.
• Exceptional ability to utilize self-service resources (internal guides, Google, external service portals, etc.) to find solutions.
• Strong aptitude for various web, eCommerce, and hosting technologies and their interdependencies.
• Exceptional critical thinking and soft skills with a passion for finding thoughtful solutions that best fit each customer's situation.
• Team player with a willingness to help and seek help from peers.
• Ability to read or edit within at least one web language (HTML, CSS, Javascript, Jquery, etc.) and a basic understanding of data structures is preferred.
• Flexibility to work shifts and occasional overtime in a 24x7x365 environment.
• A strong work ethic demonstrating dedication to the company, its mission, and the team.
• A desire to work in a culture of excellence.

Company Information

BigCommerce's mission is to help merchants sell more at every stage of their growth, from small startups to large enterprises. We are dedicated to being the best eCommerce platform so our customers can focus on growing their businesses. We are passionate about employee career growth and providing an incredible experience as we expand globally. BigCommerce has been recognized numerous times for its product and workplace culture. We empower our people and customers to build, innovate, and grow, redefining the eCommerce industry together. BigCommerce is a SaaS leader for fast-growing, mid-market businesses, enabling customers to build intuitive and engaging stores to support their growth. Named a "Best Place to Work" in Austin.

Application Instructions

[Not Specified]