Salesforce Technical Support Specialist

2 weeks ago

Norfolk, United States LNB Solutions Inc Full time

We are looking for individuals who are self-motivated, detail-oriented, and have a strong background in technology and customer service. If you have a knack for troubleshooting and a desire to continuously learn and grow in a fast-paced environment, we want you on our team

Responsibilities

  • As a Technical Support Specialist, you will be responsible for providing exceptional technical support to our clients, ensuring their success and satisfaction with our products
     
  • Provide excellent technical support to customers, including troubleshooting and resolving issues related to Salesforce products
     
  • Ensure customer satisfaction by actively listening to and understanding customer needs and concerns
     
  • Utilize strong problem-solving skills to identify and resolve technical issues in a timely manner
     
  • Maintain a high level of product knowledge and stay up-to-date on new features and updates
     
  • Collaborate with cross-functional teams to resolve complex technical issues and provide timely updates to customers
     
  • Document and track customer interactions and resolutions in a clear and concise manner
     
  • Communicate technical information to non-technical customers in a clear and understandable manner
     
  • Continuously strive to improve processes and procedures to enhance the customer support experience
     
  • Act as a customer advocate by providing feedback and suggestions for product improvements
     
  • Stay updated on industry trends and best practices to enhance technical support skills and knowledge
     
  • Maintain a positive and professional attitude while working in a fast-paced environment
     
  • Adhere to company policies and procedures to ensure high-quality customer service
     
  • Collaborate with team members to share knowledge and best practices
     
  • Maintain confidentiality and handle sensitive customer information with care

  • Provide technical leadership, performance management, and mentorship to direct reports. 

  • Ensure customer inquiries and support tickets are responded to within established deadlines.  

  • Ensure compliance with Service Level Agreements (SLAs)  

  • Manage support requests using Zendesk, Jira, and Microsoft Teams Chat

  • Actively monitor customer feedback and respond to escalated complaints in a timely and professional manner 

  • Create Knowledge Articles based on frequently submitted support tickets 

  • Lead in the resolution of support bugs assigned to subject matter experts. 

  • Document steps to resolution from Subject Matter Experts for resolution of support tickets.  

  • Suggest new training content to the Product Team for frequently submitted support tickets. 

  • Identifying areas of improvement and making recommendations to the Quality Assurance team 

  • Developing and maintaining customer relationships and providing the highest level of customer service 

  • Assisting with customer onboarding to support after implementation. 

 

Qualifications and Experience 

  • Bachelor's in computer science or business Information Technology.  

  • Excellent communication skills (speaking, writing, and presenting) 

  • Must have relevant Salesforce Certification. 

  • Must have strong Zendesk and Jira experience. 

  • Must have relevant QA qualifications. 

  • Strong analytical and problem-solving skills. 

  • Must possess great organizational skills.

This position is fully remote. 

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