Job Description

Job CategoryCustomer Success Group

Job Details
Technical Support Analyst (Tier 2) - Marketing Cloud

Seeking expressions of interest to join our Global Support organisation. The role would be part of our 24x7 Global Support team and has primary technical support responsibilities. You will maintain a single-minded focus to ensure customers are incredibly satisfied with Salesforce Marketing Cloud’s interactive marketing suite of products, by becoming a Salesforce marketing cloud application and platform expert.The ideal Technical Support Analyst puts the customer at the centre of everything they do. They are a team player, enjoy working hard, exhibit professionalism, are dedicated to exceeding expectations, have excellent problem solving skills, are able to learn new technologies quickly, and use their time efficiently. Analysts demonstrate the ability to write, speak and present technical information clearly and effectively, adapting as required for the audience. They do this exhibiting composure, being in calm command of every situation.As a Technical Support Analyst, you’ll be part of a team of problem solvers who are passionate about working in a fast-paced, highly dynamic, customer-centric environment.
Responsibilities
+ Provide expert-level technical support via phone and web to Salesforce Marketing Cloud customers
+ Manage support cases on a daily basis, including transfers from other regions
+ Track and maintain all customer communications and case documentation in Service Cloud
+ Respond to customer-reported issues in a timely manner, per service level agreements
+ Communicate progress of resolution/status in a timely fashion, per service level agreements
+ Manage escalations and expectations, for both customers and internal staff
+ Collaborate with technical support teams in other Salesforce Clouds as needed
+ Identify situations where professional services may be warranted
+ Follow established support processes and procedures
+ Identify improvements for improved customer experience
What you will need to qualify
+ A Bachelor’s degree in Computing (or equivalent)
+ 2+ years previous technical support experience
+ A 100% focus on customer success
+ Great communication skills, written and verbal
+ Hands-on experience with reading and writing in SQL
+ An action-oriented attitude, with strong organisational, analytical and problem solving skills
+ The ability to learn fast, and to be highly adaptable
+ Be a dependable, motivated, self-starter, with the ability to work independently when required
+ Previous experience working with scripting languages and/or APIs is a bonus but not required
+ Previous Marketing Cloud experience is a bonus but not required
+ Marketing Cloud Email Specialist Certification is a bonus but not required

Posting Statement
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.
Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

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