Posted over 1 year ago
You will be responsible for responding to customer requests that have been escalated from Tier 1 support analysts. The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support. A successful agent operates efficiently in this climate, maintains composure, exhibits professionalism, and delivers the highest levels of client satisfaction at all times. You will also be asked to answer technical questions, solve technical problems and suggest appropriate workarounds related to supported applications. As a Success Agent you will develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers. You will also be asked to create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the Salesforce community.
PREFERRED QUALIFICATIONS & SKILLS:
Bachelor/Master Degree in Computer Science or related discipline
2-5 years of prior experience in Customer Support / Enterprise Product Support
At least 2-5 years of prior experience with Salesforce platform/applications.
Understanding and Work experience on CRM concepts which includes Objects, Roles, Fields, Customizations, Approval processes, Validation rules, Data loader, Workflow rules, Process Builder, Sandbox Lifecycle, Managed Packages etc.,
Understanding of Sales/Service clouds - Live agent, Entitlements, Omni channel and Communities. Working experience in any of them would be an added advantage
Understanding of other Clouds (Industries, Analytics)
Knowledge on Lightning Experience (LEX) preferable
Demonstrated analysis, problem solving and troubleshooting expertise
Ability to effectively prioritize and escalate customer issues as required
Excellent written and verbal communication skills
Salesforce Administrator certification
PASSION: Passionate about Customer Success
BEGINNERS MIND: Always learning, approaches each interaction with open mind, great listener and hands-on
URGENCY: Ability to move fast and drive business value and results
OHANA: Embodies Aloha culture: A team player that everyone enjoys working with and has a generous heart
TRUST: Trust the company's core values
ADAPTABLE: Excels in high levels of uncertainty and change
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.