Come 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! Founded in 2012, Salsify helps brand manufacturers, distributors, and retailers in over 80 countries collaborate to win on the digital shelf. As the market leader globally, our products are shopper-centric, frictionless, and create memorable commerce experiences.
At Salsify, we strive to embody an equitable, diverse, and inclusive company culture. We are united across countries, levels, tenures, and a host of other dimensions of diversity.
About the Opportunity
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.
As a Support Engineer at Salsify, you will develop and maintain a deep understanding of the Salsify platform and our customers' specific needs while working alongside a team of dedicated and hardworking technical support professionals across the globe. As a Support Engineer for SupplierXM, you will provide support in French and English to retailers, distributors, and suppliers.
How you'll make an impact:
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 assess the need to escalate cases to the next level of support, leadership, and internal teams (e.g. flagging churn risk)
Confidently handle 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.
Identify process challenges and escalate 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
You'll enjoy this role if:
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
What We Have for You:
Competitive Salary
Equity
Unlimited Vacation
Medical, Dental and Vision Insurance (Multicare)
Life Plan
Meal Allowance
Referral Bonuses
Salsify's mission is to empower brand manufacturers to win on the digital shelf.
We are headquartered in Boston and have hubs in Lisbon (Portugal) and Sydney (Australia) and remote offices around the globe. If you are excited to work in a fast-paced environment with a team that values agility, curiosity and passion, we want to hear from you!
Salsify is committed to being an equal opportunity employer. We believe that diverse perspectives yield strong and happy teams. Our employees and customers win when we have a variety of opinions and experiences.
Accommodations
Salsify is committed to an inclusive hiring process, and we aim to provide accommodations for persons with disabilities. If you need any accommodations for the application or throughout the interview process please contact ******.
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