Salesforce.com, Inc Success Agent (Tier 2) Government in Hillsboro, Oregon
Job CategoryCustomer Success Group
We are looking for ambitious team players to join our cutting-edge support team! These positions are for individuals who are highly motivated, self-directed and have a desire to work on the #1 cloud-based platform. You must possess excellent analytical and communication skills and have the passion to deliver outstanding support. The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support.Do you want to help make a positive impact on our customers? Our Customer Success Support teams are hiring for the following career opportunities in Hillsboro and Bellevue:Success Agents (Tiers 1-3): Primary point of contact for day-to-day coding related issue resolution for our customers and/or partners. We are hiring for our Core, DMP, Marketing Cloud, Commerce Cloud and CloudCraze teams.
Developer Support: Enable customer success by helping partners overcome crippling technical challenges, and provide hands-on troubleshooting, feature explanation, and best practice guidance to the broader Technical Support team.
Concierge Support Analyst: Serve as an escalation point for one of Salesforce’s top customers. You will be coordinating the resolution of issues for this customer across Salesforce businesses, including core Salesforce, Heroku, Marketing Cloud and Pardot.Your Impact - Responsibilities:
Own the complete end-to-end customer experience
Resolve customer service issues and skillfully manage complex customer service problems.
Manage customers' expectations and experience in a way that results in high customer satisfaction.
Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
Oversee and manage the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues.
Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community.
Share best practices with team members to enhance the quality and efficiency of customer support.
Ability to orchestrate all Salesforce teams efforts and ensure we are a single point of contact for all post-sales support activities.
Bachelor's degree in computer science or equivalent experience
2+ years prior experience
Experience with Salesforce and/or CRM applications.
Demonstrated analysis, problem solving and skills troubleshooting expertise
Ability to effectively prioritize and escalate customer issues as required
Ability to multi-task and perform effectively under pressure
Understanding of database concepts and data management (RDBMS) and SQL
Understanding and experience reading/writing HTML
Read, develop, and debug software with Java, Visual Basic, C# or at least one modern object-oriented language
Familiarization of Apex, Visualforce, JSON
Experience with Pardot and marketing automation practices
Certified Salesforce Administrator (ADMIN201)
Certified Salesforce Developer (DEV401)
Certified Salesforce Developer (DEV501)
Proficiency in Analytical analysis and Salesforce Report creation
Pardot Specialist and/or Pardot Consultant
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.
This candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position.
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!