Description
Qualified by Salesforce is looking to add a new member to our Senior Technical Support team as we scale our world-class support. As a Senior Technical Support Specialist, you will be responsible for handling support requests, being the technical resource aligned to our Qualified Success Architect team, and acting as a connection between support and engineering.
Responsibilities:
- Actively manage the support queue to answer and resolve product-related issues by working on cases in a timely manner and answering questions via multiple channels.
- Support the Success Architect team through a deep and technical understanding of the product and joining them on calls as an additional technical resource for customers.
- Work cross-functionally with the engineering team to diagnose, debug, and report on operations-related problems for existing customers.
- Collaborate with the product team to understand, prioritize, and implement customer feedback into actionable insights that help shape the product roadmap.
- Add suggestions and efficiencies to improve documentation, processes, and knowledge base.
- Participate in incident response to provide critical communication to customers and internal staff during incidents.
- Assist leadership in improving the speed and efficiency of the customer operations strategy and experience.
Qualifications:
- Ability to explain complex features and functionality to technical and non-technical users with empathy and technical expertise.
- 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.
- Working knowledge of JavaScript and API errors.
- Knowledge of web technologies.
- Passion for making customers successful with software solutions.
- Enjoy analyzing issues and digging into complex problems.
- Persistent in getting to the bottom of complex problems.
The typical base salary range for this position is $99,400 - $153,000 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $118,900 - $163,500 annually.