Success Agent

Job description

Category:

Customer Success – Support Services and Renewals

Location:

US - Indiana - Indianapolis

Post Date:

02/09/2018

Role Description:

You will have the primary responsibility of mentoring Tier 2 Success Agents on the Partner Support team. The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support. A successful analyst operates efficiently in this climate, maintains composure, exhibits professionalism, and delivers the highest levels of client satisfaction at all times. A successful team lead will work to uphold the highest quality for the Partners we serve via helping to coach Tier 2 agents and via handling advanced level cases.

Desired profile

RESPONSIBILITIES:
·  Provide exceptional technical support via phone and email to Salesforce clients
·  Assist with administrative functions to drive quality improvements and techniques within Partner Support, including Quality analysis, coaching, and following up on team misses to uncover opportunities for improvement
·  Work with clients on escalations including joining calls as a leadership representative to work through issues
·  Help with engaging backline teams via escalation as needed
·  Respond to customer requests that have been escalated from Tier 2 support analysts.
·  Provide coaching and feedback to T3 and Tier 2 success agents.
·  Answer technical questions, solve technical problems, and suggest appropriate workarounds related to supported applications.
·  Resolve customer service issues and skillfully manage complex escalations.
·  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.
·  Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the Salesforce community.
·  Research, document, escalate cases to R&D and Product teams according to procedure.
·  Actively participate in creation of job related training.
·  Partner with T&P to develop innovative process and tools improvements to drive faster case resolution
·  Assist with the design and delivery of product and other technical training to T2 and T3 Success Agents
·  Review support cases for technical and troubleshooting accuracy.
·  Define and describe technical best practices.
·  Focus on deflection of top call/case drivers through partnership with T&P and Content teams.
·  Complete assigned special project responsibilities as assigned by leadership

MINIMUM QUALIFICATIONS:
·  Proficient in Spanish speaking
·  Passion for Client Experience
·  Excellent written and verbal communication skills
·  Action oriented with strong organizational, analytical and problem solving skills
·  Highly adaptable, fast learner
·  Dependable, motivated, self-starter, with the ability to work independently
·  Bachelor's degree or equivalent work experience
·  Experience in technical support (or other client focused environment)
·  2+ years of prior experience in Tier 3 CRM role
·  Demonstrated analysis, problem solving and skills troubleshooting expertise
·  Detailed, organized and results oriented
·  Ability to effectively prioritize and escalate customer issues as required
·  Excellent written and verbal communication skills
·  Comfortable interacting with all levels of management internally and externally
·  Ability to multi-task and perform effectively under pressure
·  Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
·  Understanding of database concepts and data management (RDBMS) and SQL
·  Understanding and experience reading/writing/troubleshooting HTML
·  Read, develop, and debug software with Java, Visual Basic, C# or at least one modern object-oriented language.

PREFERRED QUALIFICATIONS:
·  Knowledge of Internet development technologies (HTML, XML, API, SQL, etc.) is preferred
·  Strong knowledge of SAS configuration, protocols and troubleshooting
·  Salesforce Administrator, Advanced Administrator, Application Builder
·  BA/BS Degree
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's "World's Most Innovative Company" five years in a row and one of Fortune's "100 Best Companies to Work For" eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.