Remote Technical Support Specialist

Summary

Join our team as a Technical Support Specialist and be the initial point of contact for customers seeking product or technical assistance. We're looking for someone who is passionate about giving customers a great experience!

Requirements

• 1-2 years of experience with Salesforce
• 2+ years working in a 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
• Self-motivated and proactive with a strong desire to continuously learn and improve technical skills
• Exceptional documentation skills for customer issues and best practices

Responsibilities

• Serve as the primary point of contact for Verifiable inbound support requests
• Provide prompt and accurate assistance to customers by identifying, troubleshooting, and resolving technical issues
• Develop a strong understanding of Verifiable and Salesforce
• 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