Salesforce.com posted a job you might be interested in

Salesforce.com

Success Agent - Tier 2
Portland, Oregon Area, US - Computer Software, Information Technology and Services, Internet
SF-Y:


Job Title: Success Agent - Tier 2

Location: Hillsboro, Oregon

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!

Responsibilities:

• Respond to customer requests that have been escalated from Tier 1 support analysts.
• Answer technical questions, solve technical problems, and suggest appropriate workarounds related to supported applications.
• Resolve customer service issues and skillfully manage complex customer service problems.
• Manage customers' expectations and experience in a way that results in high customer satisfaction.
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the Salesforce community.
• Research, document, escalate cases according to procedure.
• Actively participate in job related training.
• Assist with the design and delivery of product and other technical training.
• Review support cases for technical and troubleshooting accuracy.
• Define and describe technical best practices.
• Identify product and services up-sell opportunities and describe Salesforce solutions to customers in a way that is articulate, accurate, and persuasive.
• Complete assigned project responsibilities.
• Maintain a suitable level of performance based on our core metrics (Case Closures, CSAT, etc).

Experience/Skills Required:

• BA/BS Degree
• Graduating by Spring 2015 or within 12 months of graduation.
• Sole U.S. citizenship (U.S. born or naturalized; no dual citizenship) preferred.
• 6 months to 1 year of prior experience in Customer Support
• Experience with http://salesforce.com and/or CRM applications.
• Demonstrated analysis, problem solving and skills troubleshooting expertise
• Detailed, organized and results oriented
• Ability to effectively prioritize and escalate customer issues as required
• Excellent written and verbal communication skills
• Comfortable interacting with all levels of management
• Ability to multi-task and perform effectively under pressure
• Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
• Understanding of database concepts and data management (RDBMS) and SQL
• Understanding and experience reading/writing HTML

Experience/Skills Desired:

• Agree to complete a Minimum Background Investigation (MBI) for a Moderate Public Trust position with the U.S. federal government.
• Salesforce.com Certified Administrator
• Read, develop, and debug software with Java, Visual Basic, C# or at least one modern object-oriented language.

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.
EEO - It's the law . Accessibility - If you require accessibility assistance applying for open positions please contact applicant_access@salesforce.com

No salary provided

Posted May 06, 2015 at 03:40AM from LinkedIn http://ift.tt/1IfxLVZ
via IFTTT