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Salesforce.com, Inc Technical Support - B2B Commerce in Tokyo, Japan

Job CategoryCustomer Success Group

Job Details

POSITION OVERVIEW

The Product Support Analyst role is a vital customer facing role to support the maintenance and implementation of the Salesforce B2B Commerce application.

It has three primary functions: troubleshooting and triage of customer issues, communicating root cause and solutions with customers, coordinating resolution of customer issue with internal groups. This role requires an individual who enjoys troubleshooting and can explain difficult issues in a simple, easily communicable way. Regular emails, phone calls and teleconferences are a large portion of the position. KEY RESPONSIBILITIESRespond to cases raised by B2B Commerce customers which include answering questions about the product, directing them to self-service resources, troubleshoot customer application issues and isolate whether root cause is within core application or customer customization.

  • Follow methodology for opening and logging tickets, responding to customers, and assessing follow up. Learn to differentiate enhancement requests, support services, and product bugs.

  • Communicate with customers via email, voice, and/or chat

  • Learn to identify dependencies with other third parties such as PayPal, or Avalara

  • Resolve all cases or know where to escalate.

  • Document clearly in case notes so that it can be understood by others not involved with case or by customer.

  • Review customer accounts and interact with Customer Success to understand Service Level Agreements.

  • Seek opportunities to help grow the account. Shares knowledge with Customer Success team.

  • Interact with Product Development team for resolution of escalated issues.

  • Evaluate service level issues and suggests enhancements to diagnose underlying system inefficiencies.

  • Provide information to customers about new releases and enhancements as well as associated risks.

  • Japanese business manner is needed to communicate Japanese customer. English is also mandatory to communicate global B2B commerce team.

MINIMUM QUALIFICATIONS

  • Passionate about client satisfaction and high standard of excellence for yourself

  • Sufficient technical ability to be immediately productive in case resolution.

  • Excellent communication skills to articulate solutions both over the phone and in e-mail.

  • Ability to become certified in Salesforce and learn the features and functionality of CloudCraze product.

  • 3+ years professional experience in consulting, software development, or technical support

  • Fluent in Japanese and English

ONE OR MORE OF THE FOLLOWING

  • Current knowledge of web development technologies such as HTML, JavaScript and server side scripting languages such as Java or ASP.NET

  • Current knowledge of Salesforce development languages such as Apex, VisualForce, and SOQL

  • Current knowledge of database technologies such as Oracle or SQL Server

  • Current knowledge of ERP, eCommerce, Customer Relationship Management (CRM, preferably Salesforce) environments.

  • Salesforce Admin or Developer Certification

Posting Statement

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.

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!

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