Salesforce
Location
Hyderabad | India
Job description
Job Description: Triage
Language: English
Role Description:
You will have primary responsibility for providing front-line troubleshooting, feature explanation, and best practice guidance for Salesforce clients from around the world. The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support. A Success Engineer operates efficiently in this climate, maintains composure, exhibits professionalism, and delivers the highest levels of client satisfaction at all times. A Success Engineer operates efficiently in this climate, maintains composure, exhibits professionalism and delivers the highest levels of client satisfaction at all times.
Responsibilities:
Provide exceptional frontline technical support via phone and email to Salesforce clients
Assist with general best practices, including: user management, data management, and reporting and dashboards
Identify situations where professional services or account executive intervention may be warranted
Track and maintain all client communications and case documentation in Salesforce
Follow established support processes and procedures
Effectively communicate with global clients in english.
Available to work across any of the shifts based on business requirements. Shifts are subjective to change as well based on business needs.
Preferred Qualifications & Skills:
Passion for Client Experience
Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
Excellent written and verbal communication skills. Experience in handling/conversing with international clients mandatory.
Action oriented with strong organizational, analytical and problem solving skills
Highly adaptable, fast learner
Technical aptitude in support of learning Salesforce Cloud applications and solutions
·Dependable, motivated, self-starter, with the ability to work independently
Experience in technical support (or other client focused environment)
Optional : ADM 201 and/or ADM 211 certifications prefered,
Leadership Qualities:
PASSION: Passionate about Customer Success
BEGINNERS MIND: Always learning, approaches each interaction with open mind, great listener and hands-on
URGENCY: Ability to move fast and drive business value and results
OHANA: Embodies Aloha culture: A team player that everyone enjoys working with and has a generous heart
TRUST: Trust the company's core values
ADAPTABLE: Excels in high levels of uncertainty and change
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" five years in a row and one of Fortune's "100 Best Companies to Work For" eight 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.
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