Technical Customer Support Representative (Bilingual French/English)

  • Full-time

Company Description

We believe everyone should be able to participate and thrive in the economy. So we’re building tools that make commerce easier and more accessible to all. We started with a little white credit card reader but haven’t stopped there. Our new reader helps our sellers accept chip cards and NFC payments, and our Cash app lets people pay each other back instantly. We’re empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. Let’s shorten the distance between having an idea and making a living from it. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.

Job Description

Great customer support is provided by both people and products. We are seeking a highly motivated, reliable and resourceful individual who is dedicated to providing the highest level of support with every customer interaction. They will use their proximity to customer issues to propose solutions that will continually improve the customer experience, while working to optimise and scale team processes and policies. The ideal candidate is a determined advocate for our customers, a creative problem-solver, and a collaborative team member who is adept at dealing with fast-changing environments. This person is energised by working with people, while still being a strong independent worker.


You will:

  • Effectively solve customer enquiries via phone, email, Twitter and chat

  • Connect with merchants to discuss their needs and how Square products can help them start, run and grow their business

  • Identify, document, and follow up with engineers on product bugs and features, taking ownership of customers’ issues when required

  • Analyse trends in customer issues and suggest improvements to processes, policies, and products

  • Identify and draft improvements to online help content and internal documentation

  • Collaborate with members of other teams to identify answers and be a resource to teammates

Qualifications

You have:

  • A university bachelor's degree or equivalent qualification

  • Both English & French fluency, both spoken and written

  • Strong organisational, analytical, written, and verbal communication skills, with evidence of previous customer service experience and technical ability being highly regarded

  • Genuine curiosity about people, technology and business, while possessing the ability to inspire passion in others

  • A passion for startups and for simplifying the buying and selling experience

  • Ability to customise the support experience to the needs of individual customers

  • Coachable mindset, interested in implementing feedback, and dedicated to continuous personal improvement

  • Comfort with ambiguity and resilient when facing rapid change

  • A desire to help people and improve the customer experience

  • The ability to work weekends as part of a rotating schedule and the ability to work public holidays as needed

  • Working-hours flexibility


Even better:

  • Sound knowledge of social media, including Twitter and Facebook

  • Work background that includes providing technical support over the phone or equivalent background

  • Leadership experience, formal or informal

  • Excel and/or SQL knowledge

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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