Description
Salesforce is looking for an Associate Technical Support Engineer to join our Global Voice Support team within Cloud Success. You'll be the frontline for troubleshooting, feature guidance, and best-practice advice for Salesforce customers around the world.
Responsibilities:
- Deliver exceptional frontline technical support via phone, email or chat to Salesforce clients globally
- Advise on best practices across user management, data management, reporting, and dashboards
- Identify when a case needs escalation to Professional Services or the Account Executive team
- Track and maintain all client communications and case documentation in Salesforce
- Follow established support processes while proactively suggesting improvements , especially where AI or automation could reduce resolution time or repetitive effort
- Work flexibly across any shift in our 24/7 support model , shift assignments may change based on business needs, and willingness to rotate is essential
Preferred Qualifications & Skills:
- Bachelor's degree in Computer Science, Information Technology or a related technical field
- Candidates with a French language certification or prior experience handling customer queries in French over calls are preferred
- Upto 12-24 months of experience in Voice support or IT/Product Support operations or a customer handling role
- Genuine passion for customer experience and customer first mindset
- Fluent communication in English, both written and verbal
- Action-oriented, with strong organizational, analytical, and problem-solving skills
- Curiosity about AI-driven tools and workflows, with an interest in using automation to work smarter and continuously improve support delivery
- Highly adaptable and a fast learner, comfortable with ambiguity and frequent change
- Technical aptitude for learning Salesforce Cloud applications and solutions
- Dependable, self-motivated, and able to work independently
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