Salesforce Support Engineer

vor 4 Wochen


Sydney, Österreich Blackthorn Posting Vollzeit

Role: Customer Support Engineer, Tier 1

Description: As a Customer Support Engineer, you will utilize your Salesforce configuration knowledge to provide world class support to our customers

What you'll do

  • Be a prime contact for customer technical support and display a high sense of urgency and ownership during customer interactions.
  • Use Salesforce Service Cloud to triage, collect missing information, provide responses on, and route incoming support cases.
  • Strong in relationship building/management with clients as well as internal stakeholders (Sales, Pre-sales, Customer Success, Product, Engineering, and Support).
  • Prioritize your own workload effectively with foresight and attention to detail.
  • Ensure the prime objective of “delivering moments of wow to our customers” is always met.
  • Validate customer reported bugs and create tickets in Jira.
  • Assist with reporting issues and gaps found with customer facing product documentation.
  • Communicate clearly with management, customers, sales, and developers to ensure customer business requirements are translated accurately for proper troubleshooting assistance..
  • Recommend product enhancements and new product opportunities to the Product team.
  • Meet or exceed all customer and internal interaction metrics defined by the Director of Support.

What we look for

  • Experience working on SaaS products, especially on CRM or CX(Help Desk) products is preferred
  • Salesforce experience as an Administrator or Business Analyst preferred
  • Salesforce Admin (201) Certification preferred
  • Technically proficient with an aptitude for learning new technologies quickly
  • Enjoys interacting with customers and speaking to large groups
  • Excellent written and oral communication skills
  • Strong organizational, presentation, and coordination skills
  • Ability to prioritize, work creatively, and perform tasks in solving problems in time-critical situations
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