Manage and resolve complex technical issues across the cutting-edge Salesforce AI CRM ecosystem.
Provide outstanding customer experiences through clear, professional communication in a fast-paced, client-focused environment.
Access unparalleled opportunities for career advancement and deep technical mastery of the Salesforce Platform.
Own the end-to-end technical support experience for enterprise clients, ensuring seamless and successful resolution.
Oversee and coordinate the rapid resolution of critical technical and business-impacting issues, ensuring prompt and complete problem-solving.
Effectively research, document, and prioritize customer-reported issues, expertly utilizing internal tools and engaging escalation teams while managing time efficiently in a dynamic environment.
Collaborate closely with Product Engineering teams to identify product gaps, champion the "Voice of the Customer," and drive product refinements that elevate the overall customer experience.
Proactively exceed customer expectations and enhance the overall support experience, resulting in consistently high customer satisfaction scores.
Continuously develop and maintain deep technical expertise within assigned areas of product functionality to effectively guide and assist customers.
Offer expert feature explanations and provide guidance on Sales/Service Cloud best practices and standard methodologies.
Act as a subject matter expert and provide peer mentorship and support through the team's Swarming framework.
Create and maintain high-quality knowledge base materials focused on increasing operational efficiency and empowering the broader support community.

Requirements

Fluent in Spanish or Portuguese and English
2+ years work experience in Technical Support equivalent technical position
Excellent written and verbal communication skills
Experience with Database concepts, Data management (RDBMS), and SQL
Understanding of internet technologies: firewalls, web servers, proxy servers, etc.
Experience in Software Product Engineering, Software Programming (e.g., Apex, Python, JavaScript), Big Data, Snowflake, Redshift, or working with Salesforce Data360, Agentforce, Sales Cloud, Service Cloud or any of the Salesforce Platform product offerings
Proficient in HTML, CSS, and JavaScript with a background in web development best practices
Experience working with and solving problems in a variety of internet browsers, i.e. Chrome, Safari, etc
Demonstrated skill in Customer Support or Customer Service in a customer-facing role
Ability to effectively prioritize and advance customer issues, as required
Ability to multi-task and perform effectively under pressure
Degree or equivalent experience required. Experience evaluated based on the strengths you'll need for the role (e.g. proven behaviors in previous jobs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Benefits

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

Salesforce AI CRMSQLApexPythonJavaScriptHTMLCSSBig DataSnowflakeRedshift

Soft skills

communication skillscustomer supportproblem-solvingtime managementmulti-taskingprioritizationmentorshipcollaborationcustomer satisfactionadaptability