Salesforce.com
Technical Support Analyst Tier II - Data.com
Spokane, Washington Area, US - Computer Software, Information Technology and Services, Internet
SF-Y:
Technical Support Analyst Tier II - Data.com
Location: Spokane Valley, Washington
Salesforce is transforming the data industry by bringing together the leading providers of business data into a unified complete solution all delivered in one place, available online and natively in Salesforce and we call this Data.com. With this accurate and complete business data salespeople can be more productive and marketers be more effective. Data.com includes over 30 million accurate crowd-sourced business contacts from Data.com Connect and over 200 million accurate company profiles from Dun & Bradstreet. The Data.com Connect contact asset is uniquely produced and maintained by a community of more than 2 million community members and is the fastest growing contact asset on the market. The combination of contact and account data along with social insight is exactly what business need to succeed in today’s mobile, social and open world.
Working on the Data.com business within Salesforce ensures you are working in a fast-paced, innovative environment where growth and success are the norm. As a fast growing company within Salesforce, our goal is to build an organization of smart and ambitious people, committed to our mission of building a billion dollar data business.
Job Description:The Technical Support Analyst is the first line of support for Data.com’s corporate clients and individual community members. The position is primarily responsible for case handling billing and account related issues as well as educating our members on our services, solutions, and navigation of the website. The Tecnical Support team members are responsible for driving customer satisfaction and ensuring customer retention and renewal. The Technical Support Analyst ensures that all pertinent evidence to a case is captured and escalated as needed.
Your Impact - Responsibilities:
• Provide phone, e-mail, and other communication channels support for corporate and individual users/members for all products.
• Educate new and existing members on how to use Data.com as well as provide general information regarding our products and services.
• Receive customers' requests by telephone, e-mail, and/or live chat. Analyze requests, provide information requested or ascertain who best can provide the information, and route the request to the proper person.
• Assist Customer Success Managers and Account Executives in ensuring proper procedures are followed.
• Work with non-members around Fraud/Privacy, and Billing in pushing transactions through PayPal and/or Cybersource.
• Document support calls, review articles for relevancy through Salesforce.com in an effort to build our solution knowledge base.
• Strong troubleshooting skills. Create reproducible evidence, screen shots, attach error messages, and clearly document and describe issues to triage team.
• Provide product feedback from listening to and observing customers’ use of our products and/or solutions.
• Help evaluate new product enhancements prior to release.
• Sometimes write Solutions to cases or new features.
• Supports the new hire training effort.
• Maintain liaison with other departments for sales support.
• Have knowledge of product line, delivery methods, various marketing promotional services, and similar data, as required.
• Other duties as assigned.
Minimum Qualifications:
• BA/BS Degree (preferred in technical field) within 12 months of graduation.
• Previous account support and/or customer service experience.
• Extremely well organized and able to manage multiple tasks simultaneously.
• Strong written and verbal communication skills are required; ability to communicate technical concepts in the most simple of terms to a non-technical audience.
• Demonstrated excellent phone and written communication skills.
• Considerable interpersonal skills are mandatory, including the ability to establish and maintain effective working relationships with others. Must be able to work independently, with little supervision, and as a member of the team.
• Positive, upbeat and pleasant phone demeanor.
• Ability to work effectively with difficult and/or demanding customers.
• Applicant must have excellent computer skills. Must be familiar with Microsoft Office, Outlook and Internet Explorer.
Preferred Qualifications:
• Experience with Salesforce Automation applications (DataLoader, Marketo, SalesForce.com) is a plus.
• Proven analytical and problem-solving skills.
• Salesforce Certifications
About Salesforce:
Salesforce is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we’re delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate–and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World’s Most Innovative Company according to Forbes and one of Fortune’s 100 Best Companies to Work For. Our “more human, less corporate” culture is built around doing work that matters, winning as a team and celebrating success. Join the #FutureForce team as an intern or a new college grad and get on the path to your #dreamjob.
Salesforce.com is an Equal Employment Opportunity and Affirmative Action Employer. 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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com does not accept unsolicited headhunter and agency resumes. Salesforce.com will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com. Accessibility - If you require accessibility assistance applying for open positions please contact applicant_access@salesforce.com
No salary provided
Posted February 25, 2015 at 06:01AM from LinkedIn http://ift.tt/1BrRak8
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