Salesforce Technical Support Specialist

• As a Technical Support Specialist, you will be responsible for providing exceptional technical support to our clients, ensuring their success and satisfaction with our products
   
• Provide excellent technical support to customers, including troubleshooting and resolving issues related to Salesforce products
   
• Ensure customer satisfaction by actively listening to and understanding customer needs and concerns
   
• Utilize strong problem-solving skills to identify and resolve technical issues in a timely manner
   
• Maintain a high level of product knowledge and stay up-to-date on new features and updates
   
• Collaborate with cross-functional teams to resolve complex technical issues and provide timely updates to customers
   
• Document and track customer interactions and resolutions in a clear and concise manner
   
• Communicate technical information to non-technical customers in a clear and understandable manner
   
• Continuously strive to improve processes and procedures to enhance the customer support experience
   
• Act as a customer advocate by providing feedback and suggestions for product improvements
   
• Stay updated on industry trends and best practices to enhance technical support skills and knowledge
   
• Maintain a positive and professional attitude while working in a fast-paced environment
   
• Adhere to company policies and procedures to ensure high-quality customer service
   
• Collaborate with team members to share knowledge and best practices
   
• Maintain confidentiality and handle sensitive customer information with care

• Provide technical leadership, performance management, and mentorship to direct reports. 

• Ensure customer inquiries and support tickets are responded to within established deadlines.  

• Ensure compliance with Service Level Agreements (SLAs)  

• Manage support requests using Zendesk, Jira, and Microsoft Teams Chat

• Actively monitor customer feedback and respond to escalated complaints in a timely and professional manner 

• Create Knowledge Articles based on frequently submitted support tickets 

• Lead in the resolution of support bugs assigned to subject matter experts. 

• Document steps to resolution from Subject Matter Experts for resolution of support tickets.  

• Suggest new training content to the Product Team for frequently submitted support tickets. 

• Identifying areas of improvement and making recommendations to the Quality Assurance team 

• Developing and maintaining customer relationships and providing the highest level of customer service 

• Assisting with customer onboarding to support after implementation. 

Qualifications and Experience 

• Bachelor's in computer science or business Information Technology.  

• Excellent communication skills (speaking, writing, and presenting) 

• Must have relevant Salesforce Certification. 

• Must have strong Zendesk and Jira experience. 

• Must have relevant QA qualifications. 

• Strong analytical and problem-solving skills. 

• Must possess great organizational skills.