Position Responsibilities Acquire and maintain current knowledge of relevant product features in order to provide accurate solutions to customers.
Diagnose, resolve, and respond to all customer issues and inquiries in accordance with company procedures and best practices.
Document all external and internal communications and status information into our Salesforce case management system.
Provide immediate response to all issues and continue to follow-up with client contact until cases are ultimately resolved.
Escalate urgent requests or those that require a more in-depth knowledge and understanding to the attention of Tier II.
Provide on-call support for urgent and complex customer inquiries.
Perform routine system maintenance and patch upgrades.
Capture and relay new functionality requests to the Engineering Team.
Write support articles to improve our knowledge base.
Identify and communicate upsell opportunities to the Sales Team.
Assist with training and coaching of future Tier I Engineers as needed.
Work on projects and special initiatives as approved by Customer Success Manager.
Position Qualifications: Excellent Communication Skills - Min.
1 year experience in supporting English-speaking customers Technical Support Experience - Min.
1 year experience in IT / technical support Salesforce Expertise - Technical, working knowledge of the Salesforce platform Salesforce Certifications - Not required, however, candidates with Salesforce certifications will be preferred.
Passion for Customer Service - Customer satisfaction is your passion and #1 goal.
Team Player - You thrive in a team-oriented environment and is eager to help when needed.
Highly Motivated - Ability to work under pressure in fast moving environment Alternate Job Title: Salesforce Support Specialist