Integrations Support Specialist (Tier 2) - French Speaking
London, England, gb Computer and Mathematical Occupations
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Backed by Battery Ventures, Canaan Partners & ITOCHU, JOOR is a Series C start-up that provides the world's most recognized brands and retailers with a digital wholesale management platform that transforms the way these businesses work.
With a CEO recently named a “Woman to Watch in 2020” by Luxury Daily, and a CTO from Google, JOOR is attracting top talent to drive market dominance. We have 140 employees in 10 global offices, including NYC, Philadelphia, LA, Milan, London, Madrid, Melbourne, Berlin and Tokyo. And, we are continuing to grow in a smart, sound way.
Founded in 2010, JOOR now services 12,500+ brands across 53 categories, 300,000+ retailers in 144 countries, and manages an incredible $1.5B in gross merchandise volume (GMV) each and every month Clients include major retailers, like Neiman Marcus and Harrods; e-commerce players like ShopBop; and key influencers like Dover Street Market. Leading men's and women's brands include everyone from Tory Burch, Jimmy Choo, Alexander McQueen, Berluti, The Row and thousands more.
We are one of the few tech companies with a female CEO and 1/3 of our engineering team is made up of women — well above the industry norm. Walking our floors, you’ll find people of every shape, color, ethnicity and creed. If you are looking to join a team of innovators and trail blazers who value diversity of thought and experience, then JOOR is a great choice for you.
What You’ll Do:
Customer-facing technical support for JOOR integrations
Work directly with clients to provide services and resolve customer tickets for both defects and non-defect issues related to JOOR integrations
Take ownership of tickets/tasks escalated by Tier 1 support
Contribute to seasonal market support coverage rotation
Work with Tier 3, Product, and Engineering to resolve and prioritize issues
Work closely with Customer Success Team and Customers to resolved product issues, offer workarounds, and increase product knowledge
Train and support Tier 1 to increase product knowledge and help solve issues in real-time
Assist Tier 1 support team to ensure company goals and SLAs are met
What We’re Looking For:
3+ years of SaaS customer service or call center experience
1+ year of Technical Support experience
Fluency in French language is required
Experience with writing SQL queries and understanding complex data models
Ability to analyze API requests and responses
Excellent written and verbal communication skills
Ability to multitask and prioritize issues
Strong computer and troubleshooting skills
Strong communication and collaboration skills
Who You Are:
You have a curious and flexible mind
You enjoy investigating and getting to the bottom of an issue
You like understanding the How and the Why
You’re all about the details
You can empathize with the users and stakeholders
You are passionate about a culture that focuses on learning and teaching
What We Offer:
Access to Market Weeks to see the product in action
Collaborate with our teams in NY, LA, London, Madrid, Melbourne, Milan, Paris and Philadelphia
Regular social events, including happy hours, lunch & learns, company off-sites, Meetups and speaker series
Transparency into the state of our business via monthly all-hands meetings, showcasing the company’s performance in relation to revenue and growth
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.