Technical Support Representative Tier 2 (French)

Technical Support Representative Tier 2 (French)

Customer Success | Dublin, Ireland

Consulting services and technical support to help our customers succeed.

Technical Support Representative Tier 2 (French)
Customer Success & Support | Dublin, Ireland

Closing Date: 1st December 2020

Our agreement with employees
DocuSign is committed to building trust and making the world more agree-able for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At DocuSign, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better. And for that, you’ll be loved by us, our customers, and the world in which we live.

The team
Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our global team of Agreement Experts – in professional services, customer success management, learning and enablement, and customer support – you’ll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.

This position
DocuSign is obsessed with delivering a phenomenal customer experience. As a Customer Support Tier 2, You will be the first line of defence to educate and resolve the problems of our EMEA based customers. DocuSign is seeking a passionate and experienced Customer Support professional to join our CS team based in Dublin. We are expanding our Global Customer Support Centre to delight and amaze our customers. We would be happy to discuss these new career opportunities with those technical support professionals.

This is an Individual Contributor position and will report to the Customer Service Manager.

Responsibilities

  • You will assist in the resolution of complex production issues, including customer concerns, system testing, strategy sessions and distribution of knowledge throughout the company.
  • You will acquire and maintain knowledge of existing systems and new systems in order to deliver accurate assistance and training to customers and Customer Success Team.
  • You will act as an advisor for advanced DocuSign features, such as our APIs, DocuSign Connect, Power Forms, Templates, Embedding Signing.
  • You will participate in special projects, as required, under general supervision that enhances and improve the quality or efficiency of the support service.

Basic Qualifications

  • You have previous experience as a technical support representative in a SMB environment
  • Ability to navigate, troubleshoot and resolve problems in a ticketing system, bug submission and other support systems procedures
  • You identify and submit product improvement requests
  • Understanding of Software as a Service
  • Bachelor's degree
  • Deep understanding of desktop operating systems including Windows and Apple OS environments
  • Ability to pursue Tier 1 and Tier 2 customer service issues with respect to the service-level agreement (SLA)
  • Superb communication and interpersonal skills
  • Fluent in English and French
  • Working hours 9:30 am to 6:30 pm Monday to Friday

Preferred Qualifications

  • Experience using Salesforce.com and Familiarity with Mobile Applications

About us
DocuSign® helps organisations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, hundreds of thousands of customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. Plus, we save more trees together! And that’s a good thing.

DocuSign is committed to building a diverse team of talented individuals who bring different perspectives to the discussion and who feel a sense of inclusion and belonging when they join our team. Individuals seeking employment at DocuSign are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.

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