Salesforce Marketing Cloud are looking for ambitious team players to join our ground breaking support team! These positions are for individuals who are highly motivated, self-directed and have a desire to work on the #1 cloud-based platform. You must possess excellent analytical and communication skills and have the passion to deliver outstanding customer first support. The Global Support work environment is highly client-focused and fast paced. Do you want to help make a positive impact on our customers?

Social Studio enables our customers to listen, publish and engage with their consumers across multiple social media channels.

Your Impact - In your role as a Success Agent, you are the first point of contact for customers experiencing technical challenges with Salesforce Social Studio and own the complete end-to-end customer experience. You will be:

• Assisting customers in troubleshooting their integration, and implementation of Salesforce products. This involves debugging, troubleshooting, and ensuring issues are fully resolved.
• Providing feature explanation and Salesforce best practices.
• Provide Social & Email Marketing best practices.
• Developing and maintaining technical expertise in assigned areas of product functionality.
• Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
• Managing customer expectations and the customer experience to improve customer satisfaction.
• Overseeing and managing the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues.
• Creating knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community.
• Sharing best practices with team members to enhance the quality and efficiency of customer support.
• Collaborating all Salesforce teams efforts and ensure we are a single point of contact for all post-sales support activities.

• Relevant experience in a software support environment
• Experience with Salesforce Marketing Cloud (preferred)
• Experience with social media networks or Marketing Tech tools.
• Demonstrated analysis, problem solving and skills troubleshooting expertise
• Ability to effectively prioritise and escalate customer issues as required
• Ability to multi-task and perform effectively under pressure
• Understanding of database concepts and ability to write SQL queries
• Understanding and experience reading/writing HTML, JS, CSS etc.
• Understanding and experience of DNS, Domain Hierarchy, IP routing, MX (preferred)
• Previous experience using Splunk for log analysis (preferred)
• Understanding of social network api & Postman (preferred)
• Marketing Cloud Email Specialist Certification is a bonus but not required