Bilingual Customer Support Representative (French/English)
Overview
You will own the full customer support cycle for French-speaking clients across phone, email, and chat. Your primary tool is Zendesk, and you will work within a team of 10 support reps serving international customers. You will be the first point of contact, resolving issues and escalating complex cases to Salesforce. This role stands out because you will work hybrid in Pittsburgh, balancing remote flexibility with in-person collaboration.
What You'll Do8
- 1Resolve customer inquiries across Zendesk and Salesforce within the first 90 days, maintaining a 95% satisfaction score.
- 2Handle high volumes of French and English interactions, ensuring each customer feels heard and valued.
- 3Diagnose and troubleshoot product issues, applying CRM best practices to reduce repeat contacts.
- 4Escalate critical cases to the L2 Support Team, ensuring clear documentation and follow-through.
- 5Update customer records in Salesforce after every interaction, capturing all relevant details.
- 6Meet monthly targets for quality, productivity, and customer satisfaction, reporting progress to the Team Lead.
- 7Collaborate with the Knowledge Base team to refine French-language support articles.
- 8Flag recurring issues to the Product Team through Jira tickets, driving long-term fixes.
Requirements8
- 12+ years in customer service or call center roles, ideally in a BPO environment.
- 2Fluency in French and English (spoken and written) is essential.
- 31+ year experience with CRM or ticketing systems like Zendesk or Salesforce.
- 4High School Diploma or GED.
- 5Proven ability to handle high-volume interactions while maintaining quality.
- 6Strong verbal and written communication skills in both languages.
- 7Experience supporting international customers is a plus.
- 8Basic computer literacy and familiarity with MS Office.
Salary Insight
$42 - $46k per year
Location
Required Skills
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