LNB Solutions Inc. is hiring a
Salesforce Technical Support Specialist in Worldwide

Summary

We are looking for self-motivated and detail-oriented individuals with a strong background in technology and customer service to join our team as a Technical Support Specialist. In this role, you will provide exceptional technical support to customers, ensuring their success and satisfaction with our products. Responsibilities include troubleshooting and resolving issues related to Salesforce products, maintaining product knowledge, collaborating with cross-functional teams, documenting customer interactions, and continuously improving processes.

Requirements

• 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
• Great organizational skills

Responsibilities

• 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
• 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
• 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

Benefits

This position is fully remote