Your Impact

• The complete end-to-end customer experience;
• Oversee and run the resolution of critical technical issues, ensuring prompt and complete problem solving to technical challenges and business issues;
• Demonstrate the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment;
• Raise issues to Product Engineering, when required;
• Exceed 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;
• Provide feature explanation and Sales/Service Cloud standard methodologies;
• Provide peer mentorship to team members through a Swarming framework;
• Create knowledge base materials dedicated towards operational efficiency, while also empowering and enabling the greater support community.

Minimum Requirements:

• Bachelor's degree in Computer Science or equivalent experience;
• Work experience in Engineering, Programming, Technical Support, or working with Salesforce Marketing Cloud, Sales Cloud, Service Cloud, or Tableau
• Excellent written and verbal communication skills
• Experience with Database concepts, Data management (RDBMS), and SQL
• Understanding of relational databases
• Experience working with and solving technical problems
• Demonstrated skill in Customer Support or Customer Service in a customer-facing role
• Ability to effectively prioritize and advance customer issues, as required
• Ability to multi-task and perform effectively under pressure

Preferred Requirements:

• Certifications in Salesforce Sales Cloud, Service Cloud, Marketing Cloud or Data Cloud
• Proven comprehension of one or more Salesforce products
• Experience working with SQL, databases and/or big data solutions
• Fluency in Spanish is highly preferred