Role Description
Salesforce is hiring experienced and passionate people to join our fast-growing Technical Support Team in Dublin. Our Support Engineers 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.
A fluency in French language in addition to English is required.
Your Impact - Responsibilities: In your role as a Service Cloud Technical Support Engineer, you are the first point of contact for Service Cloud customers experiencing technical challenges. Job responsibilities include but are not limited to:
- Assisting customers in troubleshooting their Service Cloud related challenges and implementation of Service Cloud products by owning the complete end-to-end Service Cloud customer experience. Take case ownership and resolve customer Service Cloud issues through skill-fully managing complex customer Service Cloud problems (involves debugging, troubleshooting, and ensuring issues are fully resolved).
- Demonstrating the ability to research, document, and prioritise customer issues, leveraging internal tools and escalating to internal teams as necessary, as well as prioritising and managing time effectively in a fast-paced environment.
- Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
- Providing feature explanation and Service Cloud best practices.
- Managing customer expectations and the customer experience to maximize customer satisfaction.
- Actively maintaining and participating in job-related training activities.
- Ability to adapt to high paced, high volume environment with shifting priorities. Multitasking and performing effectively under pressure through strong time management skills
- Participation in team operational activities including but not limited to; team meetings, responsiveness to various asks, swarm meetings, team trainings, collaboration on cases through Slack, etc.
- Creating and curating knowledge content.
- Provide peer mentorship to team members utilizing a swarming framework
Performance Expectations:
- Follow process and procedure guidelines in all interactions
- Respond to cases within SLA, with the appropriate level of urgency
- Understand and adhere to processes that will help resolve the cases efficiently
- Escalate issues to Product Engineering promptly when required
- Create and curate Knowledge Base articles to enhance customer enablement
- Meet or exceed all KPI targets
- Own your deliverables, including customer commitments, training deadlines, and administrative requests.
- Demonstrate case ownership and drive resolution
- Work under pressure troubleshooting real-time products
- Demonstrate team spirit through positive interaction and communication
Minimum Qualification:
- Customer-focused with previous customer-facing experience.
- Ability to effectively prioritize, multi-task, and perform well under pressure
- Knows how/when to escalate customer issues as required
- Excellent written and verbal communication skills
- Comfortable interacting with other departments and management - Ability to work with different internal teams (other departments managements)
- Ability to communicate technical concepts clearly and effectively
- Demonstrated skill in Customer Support or Customer Service in a customer-facing role.
- Fluent in French
Desired Qualifications:
- Relevant experience working in Technical Support or equivalent technical position.
- Experience with Salesforce and/or CRM applications and other cloud-based technologies
- Clear comprehension of one or more Service Cloud products (FSL, OMNI, Chat, Lightning Messenger, Mobile SDK, Einstein BOTs, Embedded Services)
- Understanding of HAR Files, how to capture them and read them
- Any official Salesforce Certification
- Familiarity with Trailhead or a Trailhead Ranger status
- Understanding of database concepts
- Additional Language Proficiency a bonus
