Tier 2 - Support Specialist (East Coast)

2 г. назад

90k–100k USD / yearUSAMiddleHybrid

salesforce

Provide Tier 2 customer support and technical assistance for Salesforce data security platform users.

About : helps Salesforce enterprises protect and secure their most valuable asset - data. With the Enterprise Data Security Platform, data-driven enterprises can secure critical Salesforce data against evolving threats, maintain operational integrity, and comply with data regulations.   Global Fortune 500 companies like LVMH, Michelin, Schneider Electric, Toyota, Capgemini and non-profits trust with their most complex data security challenges. More than 120 million Salesforce users rely on , and we’re backed by Salesforce Ventures.   ’s integrated suite of security products features Zero Trust architecture and real-time processing that not only meets but anticipates the stringent demands of global compliance. We provide businesses with

Respond to support tickets and inquiries through phone, e-mail, and live chat
Handle escalated cases by working cross-functionally with but not limited to R&D, Product, CSM
Diligently work with customers by providing regular updates to tickets and open issues
Communicate closely with Support tier 1 and 3 to troubleshoot and resolve issues
Work with our Managed Backup Services team to implement, monitor, optimise our backup plans
Assist with QA regarding bugs and new features, consistently test functionality of the platform
Assist in managing the knowledge base to help clients find answers to frequently asked questions
Be passionate about making our customers happy
Be open to wearing multiple hats with a readiness to support all members of the team

What you will bring:
6+ years of experience resolving technical issues for clients in a support environment ideally for a SaaS company
Background in establishing and building lasting customer relationships and/or customer support experience
Ability to multitask between calls, emails and open cases to resolve issues
Ability to thrive under tight deadlines
Ability to work in a diverse team environment
Comfortable presenting ideas internally and to client stakeholders
Excellent time and priority management skills
Excellent communication skills
Salesforce experience is required
Full professional proficiency in English