Technical Support Engineer

at  Salesforce

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
Job Category
Customer Success
Job Details

REQUIRED SKILLS/EXPERIENCE:

• Customer-focused or previous customer-facing experience.
• Ability to communicate technical concepts clearly and effectively
• Ability to optimally prioritize, multi-task, and perform well under pressure
• Knows how/when to escalate customer issues as required
• Knowledge of Internet development technologies (HTML, Javascript, XML, API, etc.) is required.
• Understanding of database concepts and SQL
• Excellent written and verbal communication skills
• Comfortable interacting with other groups and management - Ability to work with different internal teams (other groups managements)
• Programming abilities or abilities to read code in one or more of the following languages: Java, PHP, JavaScript.
• Ability to communicate technical concepts clearly and optimally
• Resolve customer service issues and strategically manage sophisticated customer service problems
• Proficient in German, Spanish, French or Italian in addition to English

DESIRED SKILLS/EXPERIENCE:

• Meaningful experience working in Technical Support
• Previous experience with Salesforce/marketing cloud and its technologies
• Any official Marketing cloud Certification
• Familiarity with Trailhead or a Trailhead Ranger status
• CRM proven experience
• Knowledge of multi-tenant, grid, parallel, or distributed computing architectures
• Experience with SQL and API debugging
• Meet the monthly goals on important metrics such as CSAT, Efficiency, Open Case Backlog etc
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  Salesforce welcomes all.

• Own the complete end-to-end customer support experience.
• Provide prompt, detailed analysis of technical challenges and business issues.
• Deliver great customer support experience to each customer case.
• Solve technical issues and Integrations, with API/SSJS and Marketing cloud Functionalities
• Take ownership of customer issues through to resolution - including solving, internal communication and providing mentorship on recommended standard methodologies
• Build and maintain Knowledge Base Articles both for internal and external audiences.
• Open and continuous collaboration with your team to increase team spirit and team efficiency.