Technical Success Manager - French Speaking

We are looking for a Social Commerce Technical Support Specialist to join our B2B Client Services team. The ideal candidate has experience in providing technical support to customers, troubleshooting technical issues, and communicating complex technical information to technical and non-technical users alike. You will be responsible for ensuring our customers have a seamless experience while using our Social Commerce platform and you will lead the resolution of any technical issues our customers may encounter.  In this process, you will be supported by a team of engineers for any required code change and critical cases.

The salary range starts from 1800 EUR gross per month (+additional language allowance) and offers are determined by experience, knowledge, and skillset. 

You will be supporting EMEA and NA clients, and your working hours will be from 10 AM to 7 PM LTU time.

• Provide a high level of service/support on all assigned cases from business clients by performing the following tasks:
• Troubleshooting cases of medium to high complexity that involve different Bazaarvoice features and products, related to the Social Commerce platform (integrations with Instagram, Facebook, Twitter, Pinterest, TikTok, etc.).
• Reading, comparing, and explaining technical concepts and documentation (limitations, requirements, functionality) to various audiences (technical and non-technical, internal and external teams).
• Providing consultative guidance to assigned clients on how to resolve Bazaarvoice-related issues on their site while maintaining empathy and professionalism.
• Participate in or lead client meetings and demonstrate detailed technical knowledge of our product and how our clients are utilizing it on their respective websites.
• Work independently or collaboratively with internal teams (Client Success, TAM’s, Client Delivery, Network, CII, etc.) as well as our clients to resolve concerns, issues, and questions in a professional and timely manner. 
• Handle all cases in accordance with documented processes and consistently meet all KPI’s (TTCR, CSAT, and Utilization rates).
• Manage client expectations and meet or exceed time commitments consistently.
• Detect and take immediate action when a client shows signs of increasing frustration. This includes offering a screen-sharing call to better explain unclear concepts and de-escalate situations, by keeping internal stakeholders informed.
• Serve as Subject Matter Expert (SME) for Social Commerce platform which includes creating and maintaining customer support documentation, including FAQs and support articles; identifying and recommending process and product improvements; staying up-to-date with our platform, its features and capabilities, and providing training and support to customers and internal teams when needed;
• Speak up and suggest possible solutions if you see any gaps in how we currently operate and believe there are processes that could be optimized.
• When necessary, assist with New Hire Training (team) and New Hire Orientation (corporate).
• Serve as backup for other team members when they are out of the office.

• Fluent in French and English, and proficient in both written and verbal B2B communication in English.
• Possesses a drive/passion for providing exceptional customer service to each and every client.
• Analytical and detail-oriented with a focus on exceeding expectations. ‘Good enough’ should never be ‘good enough’.
• Excel at problem-solving both from a technical and strategic perspective.
• Familiar with Web 2.0 technologies, such as HTML, CSS, JavaScript, API, and XML (reading and understanding the code).
• Ability to prioritize and manage multiple priorities in a dynamic environment and go above and beyond what the client expects.
• Experience working in a client-facing role (preferably in application/software support).
• Experience working with enterprise clients especially large retailers and global brands (B2B).

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