Salesforce Support Specialist L1

Job Description:

Salesforce Support Specialist L1

Position Overview

The primary responsibility of the Tier 1 support specialist is to provide first-level support by addressing the most basic customer issues ( i.e. general inquiries, non-technical questions, website navigation assistance, basic procedural “how-to” questions). This role requires the candidate to be well-versed in documenting customers’ issues, analyzing the symptoms, and escalating internally, if unable to resolve independently. In addition, this position will perform routine system maintenance with patch upgrades.

Position Responsibilities

• Acquire and maintain current knowledge of relevant product features in order to provide accurate solutions to customers.
• Diagnose, resolve, and respond to all customer issues and inquiries in accordance with company procedures and best practices.
• Document all external and internal communications and status information into our Salesforce case management system.
• Provide immediate response to all issues and continue to follow-up with client contact until cases are ultimately resolved.
• Escalate urgent requests or those that require a more in-depth knowledge and understanding to the attention of Tier II.
• Provide on-call support for urgent and complex customer inquiries.
• Perform routine system maintenance and patch upgrades.
• Capture and relay new functionality requests to the Salesforce Engineering Team.
• Write support articles to improve our knowledge base.
• Identify and communicate upsell opportunities to the Sales Team.
• Work on projects and special initiatives as approved by Customer Success Manager.

Position Qualifications

• Excellent Communication Skills
• Salesforce Expertise – 2 to 4 years of technical and working knowledge of the Salesforce platform
• Salesforce Certifications – Not required, however, candidates with Salesforce certifications will be preferred.
• Passion for Customer Service – Customer satisfaction is your passion and #1 goal.
• Team Player – You thrive in a team-oriented environment and are eager to help when needed.
• Highly Motivated – Ability to work under pressure in fast moving environment

Job Type: Full-time