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Job Category
Customer Success
Job Details
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Technical Support Consultant
Marketing Cloud
Mexico City
Job Description:
The Salesforce Premier Support team is composed of highly skilled technical engineers who have a passion for making customers successful. Our Support Engineers pride themselves in delivering an unparalleled premium customer experience that leaves customers wanting and coming back for more. While our focus is on the customer, we also have fun as a team, and continuously give back to our community through the generous Salesforce 1-1-1 model.
Your Impact - Responsibilities:
In your role as a Support Engineer, you are the first point of contact for customers experiencing product challenges. Job responsibilities include but are not limited to:
Provide first-class technical support for our Marketing Cloud products, resolving customer issues via email, phone, or chat.
Solve complex technical problems with professionalism and patience in a fast paced environment.
Developing and maintaining technical expertise in assigned areas of product functionality. Providing feature explanation and deliverability best practices.
Managing customer expectations and the customer experience to improve customer satisfaction.
Actively maintaining and participating in job-related training activities.
Researching, documenting, and prioritizing customer issues, leveraging internal tools and partner concern teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment.
Creating and curating knowledge base content.
Collaborate with cross-functional teams, including engineering, product management, and customer success, to resolve customer issues and ensure customer satisfaction.
Experience/Skills Required:
Fluency in writing & speaking Spanish & English OR Portuguese & English
Strong communication skills, both written and verbal, with the ability to explain complex concepts to a non-technical audience.
Demonstrated skill in Customer Support or Customer Service in a customer-facing role.
Multitasking and performing effectively under pressure.
Exceptional analytical, troubleshooting, and problem-solving skills.
Ability to work independently and as part of a team in a fast-paced environment.
Experience/Skills Preferred:
Experience with Salesforce and/or CRM applications and other cloud-based technologies.
Clear comprehension of Object-Oriented Programming (OOP).
Experience with reading/writing HTML and CSS.
Experience with Database concepts, Data management (RDBMS), and SQL.
Experience with developing Applications using SOAP and REST API's.
Experience managing Domain Name System (DNS) and Dynamic Host Configuration Protocol (DHCP) services.
Understanding of SSL, TLS and HTTPS.
Experience with recognizing Splunk data sources and analyzing the data for anomalies and trends.
Understanding of email & digital marketing practices and technologies.
Salesforce Certifications - Prefered/Not Required
Salesforce Marketing Cloud Email Certification
Salesforce Marketing Cloud Administrator Certification
Salesforce Marketing Cloud Developer Certification
Salesforce.com Certified Administrator (ADM201 Certified)
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