Remote Customer Support Engineer

Summary

Join a company who is a key leader in the industry scaling the next core commerce infrastructure and on the path from $100M to $500M! 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.

Requirements

• You have 2 or more years of customer support experience in a fast-paced environment
• You are fluent (spoken and written) in English and French and comfortable addressing customer issues in either language
• You have a history of high performance and are known among your peers as the go-to person
• You are technical with a customer-first mindset and comfortable with HTML, APIs, log files, networking, system architecture and solving ambiguous issues
• You have experience with common support tools like Salesforce, Jira (or similar)
• You can clearly and thoughtfully explain new technical concepts to a wide variety of personas

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
• Active role in your own professional development; Able to give/receive constructive feedback
• 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
• May participate in non-case handling activities, such as team mentoring, product beta testing, knowledge documentation

Benefits

• Competitive Salary
• Equity
• Unlimited Vacation
• Medical, Dental and Vision Insurance (Multicare)
• Life Plan
• Meal Allowance
• Referral Bonuses