Technical Support Engineer - French speaking

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Detailed Role & Responsibilities

Assisting customers in troubleshooting their implementation, integrations and custom code of Salesforce Marketing Cloud products via multiple channels like voice, email, chat, etc. This involves debugging, troubleshooting, and ensuring issues are fully resolved.

Providing feature explanation and Salesforce coding best practices.

Managing customer expectations and the customer experience to maximize customer satisfaction.

Developing and maintaining technical expertise in assigned areas of product functionality.

Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.

Build and maintain Knowledge Base Articles and Known Issues both for internal and external audiences.

Open and continuous collaboration with your team to increase team spirit and team efficiency.

Actively cooperate with Engineering, Sales and Success teams to achieve best possible results for our customers.

Meet the monthly goals on important metrics such as Customer Satisfaction, Time to Resolve, Productivity etc.

Mandatory Technical/General Qualifications

Demonstrated skill in Customer Support, Helpdesk, or Customer Service in a customer-facing role.

Knowledge of website development, online marketing technologies and data management.

Proficient with HTML, CSS, JavaScript, SQL and API debugging

Ability to communicate technical concepts clearly and effectively

Ability to analyze and investigate reported issues

Ability to optimally prioritize, multi-task, and perform well under pressure

Knows how/when to escalate customer issues as required

Excellent written and verbal communication skills

Proficient in French, in addition to English

Good to have

Hands-on knowledge of Digital Marketing and good understanding of Marketing Business

Experience in Salesforce CRM, Marketing Cloud or Data360

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