Customer Success Support

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Job Details

We are looking for ambitious team players to join our cutting-edge support team! These positions are for individuals who are highly motivated, self-directed and have a desire to work on the #1 cloud-based platform. You must possess excellent analytical and communication skills and have the passion to deliver outstanding support. We have some exciting career opportunities both at the individual contributor and people leader roles.

The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support.

Do you want to help make a positive impact on our customers? Our Customer Success Support teams are hiring for the following career opportunities in Indianapolis & Portland:

·  Primary & Technical Support Engineers. Primary Support Engineers focus on building relationships, customer advocacy, and drive ROI for the service. Technical Support Engineers provide deep technical knowledge and great troubleshooting skills.
·  Success Agents (Tiers 1-3): Primary point of contact for day-to-day coding related issue resolution for our customers and/or partners. We are hiring for our Core & DMP teams.
·  Developer Support: Enable customer success by helping partners overcome crippling technical challenges, and provide hands-on troubleshooting, feature explanation, and best practice guidance to the broader Technical Support team.
·  Proactive Monitoring Engineer: Customer-focused expert responsible for handling and execution of high severity cases as well as implementing and finding ways to prevent customer issues through proactive support and monitoring.
·  Sr. Support Manager: P roven, tactical, and strategic people manager with experience leading a team of Support Engineers, supporting global clients in a cloud or software environment.

Your Impact - Responsibilities:

·  Own the complete end-to-end customer experience
·  Resolve customer service issues and skillfully manage complex customer service problems.
·  Manage customers' expectations and experience in a way that results in high customer satisfaction.
·  Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
·  Oversee and manage the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues.
·  Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Share best practices with team members to enhance the quality and efficiency of customer support.
·  Ability to orchestrate all Salesforce teams efforts and ensure we are a single point of contact for all post-sales support activities.

Minimum Qualifications:

·  Bachelor's degree in computer science or equivalent experience
·  2+ years corporate experience in the fields above.
·  For leadership roles: 5+ years in support management or support operations lead position, ideally managing developer support resources
·  Demonstrated analysis, problem-solving and skills troubleshooting expertise
·  Ability to effectively prioritize and escalate customer issues as required
·  Comfortable interacting with all levels of customer and Salesforce management
·  Ability to multi-task and perform effectively under pressure
·  Understanding of database concepts and data management (RDBMS) and SQL
·  Understanding and experience reading/writing HTML
·  Read, develop, and debug software with Java, Visual Basic, C# or at least one modern object-oriented language.
·  Understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.

Preferred Qualifications:

·  Visualforce and Apex code experience
·  Certified Salesforce Administrator (ADMIN201)
·  Certified Salesforce Developer (DEV401)
·  Certified Salesforce Developer (DEV501)
·  CRM domain knowledge
·  Previous experience with Salesforce.com CRM and its technologies

About Salesforce:

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” six years in a row and one of Fortune’s “100 Best Companies to Work For” nine years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for \'family\') made up of our employees, customers, partners and communities, we are working to improve the state of the world.

Posting Statement

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.