Develop and maintain a deep understanding of the Salsify platform and our customers’ specific needs.
Provide excellent customer support experience by combining understanding, thoughtful insights, and concise responses.
Triage, research, and prioritize incoming issues using Salesforce Service Cloud and Jira.
Troubleshoot technical issues and escalate to senior team members as needed.
Develop technical solutions to help our customers win the digital shelf.
Perform a thorough quality assurance process to ensure the completeness of solutions.
Represent the support team while working multi-functionally with other groups.
Document processes and procedures and assist in training new team members.

Requirements

1+ years of experience in customer-facing, problem-solving technical support positions.
Working knowledge of programming languages and technologies like Ruby/Python, Regular Expressions, Git/GitHub, CLI/Shell, VS Code, etc.
Deep technical, analytical, and problem-solving skills.
Organized, detail-oriented, and diligent.
Appetite for knowledge and a desire to guide others.
History of dedication and known as the go-to person for help.
Motivated to be a self-starter and individual performer.
Raise opportunities for process improvements.

Benefits

Applicant Tracking System Keywords

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

Hard Skills & Tools

RubyPythonRegular ExpressionsGitGitHubCLIShellVS Codetechnical supportquality assurance

Soft Skills

customer supportproblem-solvinganalytical skillsorganizeddetail-orienteddiligentknowledge appetiteguidanceself-starterprocess improvement