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Job Category
Customer Success
Job Details
About Salesforce
We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.
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We're Salesforce, the Customer Company. If you believe in bringing companies and customers together, in business as the greatest platform for change, in creating a more equitable and sustainable future for all - well, you're in the right place. Through our #1 CRM, Customer 360, we help companies blaze new trails and connect with their customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and growth, charting new paths, and improving the state of the world.
This position is for individuals who are highly motivated, self-directed, and have a desire to work on the #1 cloud-based platform. Learning opportunities are limitless. Our Technical Support Engineer profile is one of the best opportunities to master Salesforce Platform and achieve your career goals. You must possess excellent analytical and interpersonal skills, and have the passion to deliver outstanding support. The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support.
In your role as a Technical Support Engineer, you are the first point of contact for customers experiencing technical challenges. And while our focus is always on the customer, we also have fun as a team, and continuously give back to our community through the generous Salesforce Volunteer Time Off (VTO) benefit.
Duties & Responsibilities:
- Lead the complete end-to-end customer experience.
- Coordinate and run the resolution of critical technical issues, ensuring timely and complete problem solving to technical challenges and business issues.
- Demonstrate the ability to research, document, and prioritize customer issues, using internal tools and escalation teams as vital, as well as prioritizing and managing time effectively in a fast-paced environment.
- Raise issues to Product Engineering, when required.
- Exceed customers' expectations and experience in a way that results in high customer happiness.
- Develop and maintain technical expertise in assigned areas of product functionality and apply that expertise effectively to help customers.
- Provide peer mentorship to team members through a Swarming framework.
- Create knowledge base materials dedicated towards operational efficiency, while also empowering and enabling the greater support community.
Qualifications:
- 2+ years of work experience in Engineering, Programming, or Technical Support.
- Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).
- Excellent written and verbal communication skills.
- Experience with Database concepts, Data management (RDBMS), and SQL.
- Understanding of internet technologies: firewalls, web servers, proxy servers, etc.
- Experience with reading/writing HTML, APEX, JavaScript and CSS
- Experience working with and solving problems in a variety of internet browsers, i.e. Google, Safari, etc.
- Demonstrated skill in Customer Support or Customer Service in a customer-facing role.
- Ability to effectively prioritize and advance customer issues, as required.
Desired Qualifications:
- Experience working within the Salesforce architecture
- Certified Salesforce Administrator (ADMIN201), or other Salesforce certifications
- Clear comprehension of one or more Sales Cloud products
- Experience working with scripting languages and Web Architecture Principles
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