Customer Success Group
Success Agent, Tier 2 - German speaker
Salesforce is hiring experienced and genuine people to join our fast growing Support Team in Dublin. You’ll be the first to volunteer when a customer needs immediate technical assistance, wrapping our customers in a cloak of friendliness while you put out their fires with a flood of technical expertise.
The perfect candidate will love working within a high volume technical support queue, be an outstanding and friendly communicator (written and verbal), and will be proactive about investigating intricate or technical concepts and helping others do the same.
They have a natural curiosity and love of solving puzzles, and are real team-players who thrive in a collaborative environment.
We are always looking for fluency in additional languages to English, in this case German.
Own the complete end-to-end customer experience
Resolve customer support issues and skilfully manage complex customer support 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 utilise that expertise effectively to help customers.
Oversee and manage the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues.
Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community.
Share best practices with team members to enhance the quality and efficiency of customer support.
Ability to orchestrate all Salesforce teams efforts and ensure we are a single point of contact for all post-sales support activities.
Minimum Qualifications :
Bachelor's degree in computer science or equivalent experience
2+ years corporate experience in the fields above.
Demonstrated analysis, problem-solving and skills troubleshooting expertise
Ability to effectively prioritise and escalate customer issues as required
Comfortable interacting with all levels of customer and Salesforce management
Ability to multi-task and perform effectively under pressure
Understanding of Internet technologies : firewalls, web servers, web proxy servers, etc.