Description
As a Senior Technical Support Specialist at Salesforce, you will handle support requests, be the technical resource aligned to our Qualified Success Architect team, and act as a connection between support and engineering.
Responsibilities:
- Manage the support queue to answer and resolve product-related issues in a timely manner
- Support the Success Architect team through deep and technical understanding of the product
- Work cross-functionally with the engineering team to diagnose, debug, and report on operations-related problems
- Collaborate with the product team to understand, prioritize, and implement customer feedback
- Add suggestions and efficiencies to improve documentation, processes, and knowledge base
- Work on the incident response team to provide critical communication to customers and internal staff
- Assist leadership in improving the speed and efficiency of customer operations strategy and experience
Qualifications:
- Ability to explain complex features and functionality to technical and non-technical users
- 5+ years of experience providing support in a B2B SaaS company
- Bachelor's degree required
- Excellent interpersonal, communication, and writing skills
- Extensive knowledge of Salesforce CRM
- Working knowledge of marketing automation systems, JavaScript, API errors, web technologies, and platform technology