Salesforce Technical Support Specialist

Summary

Join our team as a T3 Technical Support Specialist at Verifiable, where you'll provide advanced product and technical assistance to customers, develop troubleshooting tools, and collaborate with cross-functional teams.

Requirements

• 3+ years of Salesforce Consultant or Administrator experience
• 2+ years working in ticketing or queue system
• Proven experience in technical support or customer service roles, preferably supporting Salesforce products
• Strong understanding of Salesforce including configuration, customization, and troubleshooting
• Excellent problem-solving skills with the ability to analyze complex issues and provide accurate resolutions
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical individuals
• Outstanding customer service skills, with a strong customer-centric approach and the ability to handle difficult situations with patience and empathy
• Ability to work in a fast-paced environment, prioritize tasks, and manage multiple customer inquiries simultaneously
• Exceptional documentation skills for customer issues and best practices
• Self-motivated and proactive with a strong desire to continuously learn and improve technical skills
• Customer-focused mindset with a passion for delivering high-quality service
• Salesforce certifications (such as Salesforce Certified Administrator)

Responsibilities

• Responsible for all advanced product and technical requests escalated from the Tier 1 support team
• Develop and maintain advanced troubleshooting tools and documentation
• Provide training and guidance to T1 support team members
• Provide prompt and accurate assistance to customers by identifying, troubleshooting, and resolving advanced technical issues
• Develop a strong understanding of Verifiable and Salesforce to effectively assist customers and provide accurate information
• Conduct thorough analysis of customer inquiries to determine the root cause of the problem and escalate complex issues to the appropriate internal teams when necessary
• Deliver superior customer service by actively listening to customer concerns, empathizing with their issues, and providing clear and concise instructions to resolve problems
• Document and maintain detailed records of customer interactions, technical solutions, and follow-up actions
• Collaborate with cross-functional teams, including product, sales, and customer success to provide feedback on common customer issues and contribute to enhancements
• Contribute to the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides to facilitate self-service options for customers
• Identify opportunities to improve customer support processes and workflows, and actively participate in continuous improvement initiatives

Benefits

• Health/Vision/Dental plans
• Unlimited PTO
• New Apple equipment
• Startup equity as part of your comp package