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Posted about 1 year ago

Job Category
Customer Success Group

Job Details

The Tier 2 Success Agent provides the highest level of communication to customers in need of support. The Tier 2 Support Agent is responsible for supporting existing customers' Salesforce Quote-to-Cash instances. The agent analyzes issues logged by customers, leverages product expertise and shares best practices to drive to case closure. The agent follows standard support practices and procedures while providing an excellent customer experience. The Tier 2 Support Agent plays a critical role in helping customers to realize the value of their software investment.

Job Responsibilities
  • Understand Quote-to-Cash processes and become an expert in Salesforce Quote-to-Cash
  • Understand customer's business needs
  • Provide top level of support that ensures customer's success
  • Quickly analyze tickets logged by customer and assist them with resolving the issue
  • Respond to and update the open tickets in a timely fashion and manage dozens of tickets at a time
  • Answer questions relating to the customer's instance, Salesforce Quote-to-Cash, and salesforce.com
  • Train other agents and document best practices and new processes
  • Communicate product ideas, bugs, and customizations to the product development team
Job Qualifications
  • Bachelor's degree preferred (preferably in Computer Science or an engineering discipline)
  • SFDC Certified Administrator, SFDC Certified Developer, or SFDC Platform App Builder preferred
  • Experience in writing/troubleshooting Apex Triggers and Apex Classes preferred
  • Prior experience with Apex, Visualforce, JavaScript, HTML, and CSS
  • 1 - 3 years experience working in SaaS
  • History of strong software troubleshooting skills
  • Customer facing experience or demonstrated ability to communicate with customers is required
  • Passion for customer's success and patience in working on challenging issues
  • A natural curiosity for learning about new subjects
  • Ability to learn technology quickly through instruction and self-training
  • Exceptional verbal communication skills with friendly, patient and professional phone demeanor
  • Exceptional written communication skills with the ability to quickly compose clear and concise answers
  • Business analysis and requirements gathering abilities is a plus
  • CPQ experience is a plus
Posting Statement

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.