Customer Support Engineer - French
New
S
SalsifyE-commerce
PortugalFull-TimeMiddle
Salary€28.900 — €34.000 EUR
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Job Details
- Languages
- French, English
- Experience
- 2 or more years
- Required Skills
- HTMLSalesforceJiraRESTful APIsNetworkingTechnical support
Requirements
- 2 or more years of customer support experience in a fast-paced environment.
- Fluent (spoken and written) in English and French.
- Technical mindset with experience in HTML, APIs, log files, networking, and system architecture.
- Experience with common support tools like Salesforce or Jira (or similar).
- Ability to explain technical concepts to a wide variety of personas.
- Knowledge of e-commerce industry challenges is preferred.
- GS1 knowledge is a plus.
Responsibilities
- Maintain high-quality technical support in English and French (email, ticketing system, phone, live chat) while consistently delivering on monthly KPIs.
- Accurately assess the need to escalate cases to the next level of support, leadership, and internal teams.
- Confidently handle customer feedback, frustrations, and case escalations.
- Take a proactive approach in developing Salsify knowledge documentation.
- Identify process challenges and escalate them to management with suggestions for improvement.
- Participate in non-case handling activities such as team mentoring and product beta testing.
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