Shared Service Specialist (Level 1 IT/Salesforce Support)

Position Responsibilities

• Acquire and maintain current knowledge of relevant product features in order to provide accurate solutions to customers.
• Diagnose, resolve, and respond to all customer issues and inquiries in accordance with company procedures and best practices.
• Document all external and internal communications and status information into our Salesforce case management system.
• Provide immediate response to all issues and continue to follow-up with client contact until cases are ultimately resolved.
• Escalate urgent requests or those that require a more in-depth knowledge and understanding to the attention of Tier II.
• Provide on-call support for urgent and complex customer inquiries.
• Perform routine system maintenance and patch upgrades.
• Capture and relay new functionality requests to the Engineering Team.
• Write support articles to improve our knowledge base.
• Identify and communicate upsell opportunities to the Sales Team.
• Assist with training and coaching of future Tier I Engineers as needed.
• Work on projects and special initiatives as approved by Customer Success Manager.

Position Qualifications:

• Excellent Communication Skills - Min. 1 year experience in supporting English-speaking customers
• Technical Support Experience - Min. 1 year experience in IT / technical support
• Salesforce Expertise - Technical, working knowledge of the Salesforce platform
• Salesforce Certifications - Not required, however, candidates with Salesforce certifications will be preferred.
• Passion for Customer Service - Customer satisfaction is your passion and #1 goal.
• Team Player - You thrive in a team-oriented environment and is eager to help when needed.
• Highly Motivated - Ability to work under pressure in fast moving environment

Alternate Job Title:

Salesforce Support Specialist