Posted almost 5 years ago

Job CategoryCustomer Success Group

Job Details

Success Agent - Tier 2 Mobile:

Salesforce.com is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we're delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate-and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes and one of Fortune's 100 Best Companies to Work For. Our "more human, less corporate" culture is built around doing work that matters, winning as a team and celebrating success Aloha-style.

Responsibilities:

? Respond to customer requests that have been created through customer portal, email, phone, chat and other channels.

? Answer technical questions, solve technical problems, and suggest appropriate workarounds related to supported applications.

? Resolve customer service issues and skillfully manage complex customer service problems.

? Manage customers' expectations and experience in a way that results in high customer satisfaction.

? Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.

? Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the Salesforce community.

? Research, document, escalate cases according to procedure.

? Actively participate in job related training.

? Assist with the design and delivery of product and other technical training.

? Review support cases for technical and troubleshooting accuracy.

? Define and describe technical best practices.

? Identify product and services up-sell opportunities and describe Salesforce solutions to customers in a way that is articulate, accurate, and persuasive.

? Complete assigned project responsibilities.

Experience/Skills Required:

? BA/BS Degree

? 2-5 years of prior experience in Customer Support

? Experience with Salesforce.com and/or CRM applications.

? Demonstrated analysis, problem solving and skills troubleshooting expertise

? Detailed, organized and results oriented

? Ability to effectively prioritize and escalate customer issues as required

? Excellent written and verbal communication skills

? Comfortable interacting with all levels of management

? Ability to multi-task and perform effectively under pressure

? Strong values surrounding team work and peer communication

? Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc. Also an understanding of object-oriented concepts and languages

? Knowledge of browser compatibility issues

? Knowledge and proficient understanding of MDM, SSO, and Mobile Security protocol/language.

Experience/Skills Desired:

? Salesforce.com Certified Administrator, App builder, 501/Developer

? Understanding of SQL, Java and other Mobile customization languages. .

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.

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!