Technical Support Representative - French Speaking

About Dashlane

Dashlane's mission is to deliver the credential security every business and employee needs to thrive. Millions of consumers, and over 25,000 brands worldwide, such as Michelin, Air France, and Forrester, trust Dashlane for industry-leading innovations, patented zero-knowledge security, and an unmatched user experience. Founded in Paris, Dashlane has since established offices in New York and Lisbon, and has grown to more than 300 Dashlaners globally.

We're looking for people who actively use AI tools to drive efficiency, creativity, and impact in their work. At Dashlane, we drive innovation and value learning, strive for excellence in everything we do, and thrive as one team. Learn more about life at Dashlane, including how we work, how we hire, and the benefits of being a Dashlaner.

About the role:

Our Customer Support Team is here to help customers by delivering first-class support in a simple, effective, and timely manner. We aim to be the best in class and the impact of our Customer Support team is a key element to the satisfaction of our customers and the continuous growth of our customer base.

As a Technical Support Representative, in addition to helping Dashlane customers resolve their questions and concerns, your primary focus will be on supporting our B2B customers, helping to prioritize bugs, and sharing product-related concerns & feedback across the organization.

In addition to core responsibilities, this position requires professional fluency in French, essential to provide specialized technical support to our French-speaking customers, when needed.

Your day-to-day will be focused on handling technical and non-technical queries from both B2C and B2B customers, through a wide range of channels including email, chat, screen share, phone, and social media. Customer inquiries cover a wide range of topics, including account management, billing issues, service-related support, and more complex or technical questions received directly or through escalations.

We are looking for candidates with experience in a Level 2 (L2) Technical Support role, who are passionate about helping others and have an interest in technology and the latest trends in that field.

Location:

• You will be based in Lisbon, with English as your working language for all internal communication and English and French for supporting our global customer base.
• This will be a rotating weekly shift, from Monday to Sunday, between 9am-12am, including weekends and bank holidays, with rotative days off (40hrs a week).

At Dashlane, you will:

• Respond to customer questions rapidly and clearly - this entails inquiries related to Dashlane's product, customer accounts, billing, and how to make the most of Dashlane.
• When required, provide dedicated technical support to French-speaking customers via inbound/outbound calls, handling escalations, and assisting Customer Success Managers.
• Take ownership of solving a wide range of customer problems through email, calls, and other channels as needed by providing effective probing and troubleshooting.
• Comply with and suggest improvements for ticket categorization and issue identification guidelines. You play a significant role in sharing relevant feedback with the product team and, hence, shaping the Dashlane product.
• Test and reproduce issues to troubleshoot and help Dashlane's Product and Engineering teams identify and fix bugs.
• Handle escalation of complex or sensitive cases that cannot be resolved by our level 1 team, and help identify coaching/training opportunities from working on escalated cases.
• Provide support to our Level 1 agents through designated channels, such as Team Support, for topics requiring more in-depth knowledge of our product and procedures.
• Primarily focused on B2B customers, you will provide direct support through specific queues, with shorter SLA, like the White Glove queue.
• Handle inquiries and issues through screen share sessions scheduled by B2B admins in real-time or through our callback system.
• Assist with training and development of Level 1 agents on product knowledge, internal processes, tools, quality and best practices.
• Contribute to the voice of our customers by raising their concerns or new feature requests/feedback to our Product and Engineering teams.
• Work closely with the Level 3 support team to improve overall product knowledge and escalate complex issues requiring their Support.
• Collaborate with the Customer Success team, co-hosting webinars for our Admins, and plan members.
• Assist and backup with Level 1 tasks and support enablement initiatives as needed.

To accomplish the above, you will work cross-functionally with different teams, including the Enablement, Sales, Customer Success, and Tools teams.

This is the perfect role for someone who already has a strong background or relevant experience in technical support and has worked in customer-facing roles before.

Requirements:

• At least two years of experience in a Level 2 (L2) Technical Support role, with a strong focus on supporting business-to-business (B2B) customers, preferably within a SaaS or technology company.
• Excellent spoken and written English, as this will be the primary language for team collaboration and for handling the majority of support requests.
• Professional fluency in spoken and written French is mandatory to provide technical support for specific cases involving our French-speaking customers.
• Experience handling different support channels such as phone, email, chat, and screen shares with customers to solve complex business/technical issues. You will be expected to handle support requests in both English and French.
• You're quality-driven with a passion for creating extraordinary customer experiences while being able to help your team achieve efficiency and productivity objectives.
• You're experienced in managing support tickets throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand-off to the product/development team, and resolution.
• Experience working and interacting with technical teams like developers/engineers and QA.
• Experience working with customer support platforms such as Zendesk, Salesforce, etc.
• Experience working with a Sales and/or Customer Success team.
• Experience in troubleshooting technical issues that can arise on web applications, mobile applications, local software, and web extensions.
• Experience troubleshooting Browser issues, including collecting browser logs using HAR files and the browser Console.

Nice to have:

• Experience working with Gitlab and Confluence
• Experience working with KIBANA (know how to interpret and read logs)
• Comfortable presenting to a wide audience
• Experience with Active Directory IdP/SSO (Okta, Azure, G Suite)

What Dashlane offers you:

• Flex Benefits - allocate a monthly amount to a pool of benefits
• Health insurance covered by Dashlane
• 5 extra vacation days each year, plus your birthday off
• Company wide well-being days (one per quarter)
• Equal Parental leave - up to 20 weeks fully paid leave, within the first year of birth or adoption
• Donation matching program - Dashlane will match your donations to organizations driving positive impact in historically marginalized communities
• Access mental health services through Spring Health, available for you and your family members
• Team building & social events - weekly lunch in the office and monthly happy hour
• and much more

Diversity, Equity, Inclusion and Belonging at Dashlane:

As a truly international company-founded in France and distributed across France, US and Portugal-Dashlane thrives off diverse perspectives. We value all aspects of diversity: gender identity, sexual orientation, ability, ethnic origin, social background, age, lifestyle, and more. We are committed to hiring a diverse community and fostering a culture where everyone is heard and belongs. See more about this here.

Your interview experience:

To know what to expect once you've sent your application, read about how we interview and hire at Dashlane. Feel free to browse our blog to find more information about our product and how we work.