What are the responsibilities and job description for the Success Agent - Night Shift position 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 GroupJob Details
*This position is part of the Nightforce team (shifts will be between the hours of 8pm-8amEST) and include but are not limited to every other weekend*
The Salesforce Support team is comprised of highly skilled technical engineers who have a passion for making customers successful! Our Success Agents pride themselves in delivering an unparalleled premium customer experience that leaves customers wanting and coming back for more. While our focus is on the customer, we also have fun as a team, and continuously give back to our community through the generous Salesforce 1-1-1 model.
Your Impact - Responsibilities: In your role as a Success Agent, you are the first point of contact for customers experiencing technical challenges.
J ob responsibilities:
- Assisting customers in solving problems their Salesforce managed package and implementation of Salesforce products. This involves debugging, troubleshooting, and ensuring issues are fully resolved.
- Developing and maintaining technical expertise in assigned areas of product functionality.
- Demonstrating outstanding analytical, troubleshooting, and problem-solving expertise.
- Providing feature explanation and Salesforce.org best practices.
- Maintaining customer expectations and the customer experience to improve customer satisfaction.
- Actively maintaining and participating in job-related training activities.
- Demonstrating the ability to research, document, and prioritize customer issues, using internal tools and escalation teams when needed, as well as prioritizing and managing time effectively in a fast-paced environment.
- Multitasking and performing effectively under pressure.
- Crafting and curating knowledge content.
Minimum Qualifications:
- Bachelor's degree in Computer Science or a related field, or 2 years of experience in a technical support role.
- Excellent written and verbal communication skills.
- Clear comprehension of Salesforce managed packages
- Experience with reading/writing HTML and CSS
- Experience with Database concepts, Data management (RDBMS), and SQL
Desired Qualifications:
- Experience with Salesforce and/or CRM applications and other cloud-based technologies
- Demonstrated skill in Customer Support or Customer Service in a customer-facing role
- Understanding of Internet technologies: firewalls, web servers, proxy servers, etc.
- Experience working with scripting languages (e.g. JavaScript, JQuery, etc.) and Web Architecture Principles
- Experience with CLI (UNIX/LINUX)
- Salesforce Certifications:
- Salesforce.com Certified Administrator (ADM201 Certified),
- Salesforce.com Certified Advanced Administrator (ADM211 Certified),
- App Builder Certified
At Salesforce, we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org .
Salesforce welcomes all.
LI-Y*
Accommodations
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form .
Posting Statement
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org .
Salesforce welcomes all.
As a federal contractor, Salesforce is required to verify that all US-based employees are fully vaccinated against COVID-19. If you receive an offer and are unable to get vaccinated for religious or medical reasons, you may request a reasonable accommodation.