Customer Success GroupJob Details
Job Description
This position, as part of the 24×7 Global Support organization, has primary technical support responsibilities. You will maintain a single-minded focus to ensure customers are incredibly satisfied with Salesforce Marketing products, by becoming a Salesforce Pardot application and platform expert.
The ideal SupportEngineer puts the customer at the centre of everything they do. They are a team player, enjoy working hard, exhibit professionalism, are dedicated to exceeding expectations, have excellent problem solving skills, are able to learn new technologies quickly, and use their time efficiently. Analysts demonstrate the ability to write, speak and present technical information clearly and effectively, adapting as required for the audience. They do this exhibiting composure, being in calm command of every situation.
As a Support Engineer you’ll be part of a team of problem solvers who are passionate about working in a fast-paced, highly dynamic, customer-centric environment.
Note: we are looking out for weekend shift coverage (Sat to Wed) or (Wed to Sun).
Responsibilities
- Provide expert-level technical support via phone and web to Salesforce customers
- Manage support cases on a daily basis, including transfers from other regions
- Track and maintain all customer communications and case documentation in Service Cloud
- Respond to customer-reported issues in a timely manner, per service level agreements
- Communicate progress of resolution/status in a timely fashion, per service level agreements
- Manage escalations and expectations, for both customers and internal staff
- Collaborate with technical support teams in other Salesforce Clouds as needed
- Identify situations where professional services may be warranted
- Follow established support processes and procedures
- Identify improvements for improved customer experience
What you will need to qualify
- A Bachelor’s degree in Computing (or equivalent)
- At least 2+ years of prior experience with Salesforce platform/applications – Pardot.
- 3+ years previous technical support experience
- A 100% focus on customer success
- Great communication skills, written and verbal
- Hands-on experience with reading and writing in SQL
- An action-oriented attitude, with strong organizational, analytical and problem solving skills
- The ability to learn fast, and to be highly adaptable
- Be a dependable, motivated, self-starter, with the ability to work independently when required
- Previous experience working with scripting languages and/or APIs is a bonus but not required
- Previous Pardot experience is a bonus but not required
- Pardot Certification is a bonus but not required
- Salesforce experience will be added advantage
About Salesforce
Salesforce 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. Ready to find your #dreamjobAccommodations
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