Technical Support Specialist

Job Summary:

We are looking for a French-speaking Core and Core+ Technical Support Expert to provide customer and technical support for Docusign products and services. The ideal candidate will handle customer inquiries, troubleshoot technical issues, manage support cases from start to resolution, and collaborate with internal teams to resolve complex issues while delivering an excellent customer experience.

Key Responsibilities:

• Provide customer support in French through phone, chat, and email.
• Troubleshoot account access, product setup, document workflows, subscriptions, billing, and software-related issues.
• Investigate complex technical issues, analyze logs, reproduce defects, and escalate cases to Product and Engineering teams.
• Manage support cases efficiently, maintain accurate documentation, and provide timely customer updates.
• Use tools such as Salesforce, Jira, browser developer tools, and network-analysis tools to diagnose issues.
• Meet service-level agreements (SLAs), productivity, quality, and customer satisfaction targets.
• Contribute to knowledge articles, troubleshooting guides, and continuous improvement initiatives.

Required Qualifications:

• French: C1 level or equivalent professional proficiency.
• English: C1 level or higher for internal communication and technical documentation.
• Experience in customer service, SaaS support, technical support, help desk, or application support.
• Good knowledge of Windows/macOS environments and internet technologies.
• Strong troubleshooting, communication, problem-solving, and customer service skills.
• Ability to manage multiple cases, work independently, and collaborate with cross-functional teams.

Preferred Qualifications:

• Experience supporting SaaS applications, eSignature solutions, or web-based business software.
• Familiarity with Salesforce, Jira, HTTP, JSON, JavaScript, browser developer tools, HAR files, or log analysis.
• Experience with technical escalations, defect investigation, and root cause analysis.

Ideal Candidate: A customer-focused and technically curious professional fluent in French, proficient in English, and capable of handling both routine customer inquiries and complex technical support cases.