Technical Support Engineer, Salesforce

• BA/BS Degree
• 2-5 years of prior experience in Customer Support
• Experience with Salesforce.com and/or CRM applications
• Demonstrated analysis, problem-solving, and troubleshooting expertise
• Detailed, organized, and results-oriented
• Ability to prioritize and escalate customer issues
• Excellent written and verbal communication skills
• Comfortable interacting with all levels of management
• Ability to multitask and perform under pressure
• Strong values surrounding teamwork and peer communication
• Solid understanding of Internet technologies and object-oriented concepts and languages
• Knowledge of browser compatibility issues
• Knowledge and understanding of MDM, SSO, and Mobile Security protocol/language

Desirable

• Respond to customer requests through various channels such as customer portal, email, phone, and chat
• Answer technical questions, troubleshoot and provide appropriate workarounds for supported applications
• Resolve customer service issues and effectively manage complex problems
• Manage customer expectations and ensure high customer satisfaction
• Develop and maintain technical expertise in assigned areas of product functionality
• Create knowledge base materials to improve operational efficiency and empower the Salesforce community
• Research, document, and escalate cases according to procedure
• Actively participate in job-related training
• Assist with the design and delivery of product and technical training
• Review support cases for technical accuracy
• Define technical best practices
• Identify opportunities for product and service up-sell and effectively communicate Salesforce solutions to customers
• Complete assigned project responsibilities