Job Title: Advanced Technical Support Specialist - Microsoft Dynamics

Location: Remote - US 

Put Customers First.  Team Over Self.  Focus on Results.  Bias Towards Action.  Glass Half Full. 

WHY YOU’LL LOVE SALESLOFT:

Put Customers First.  Team Over Self.  Focus on Results.  Bias Towards Action.  Glass Half Full. 

These are the values that define who we are and have empowered our staggering growth to become the #1 leader in sales engagement software.   

SalesLoft helps brands deliver value and create trust by connecting authentically and meaningfully with their customers. Thousands of customers depend on SalesLoft’s category-leading sales engagement platform to engage in more relevant, authentic, and sincere ways.

Since our founding in 2011, we have grown into a global, award-winning organization with Lofters based all over the world.  As a testament to our organizational health, we have been named by Forbes as one of America’s Best Startup Employers in 2020, twice by Deloitte as a ‘Fastest-Growing Technology Company in North America,’ and have been recognized as a top workplace by Forbes, Fortune, Glassdoor, Atlanta Journal-Constitution, and Inc Magazine.   

We’re redefining an age-old industry! This is challenging work – but our team of brilliant creatives makes the journey thrilling.  We’re fast-paced, innovative, and collaborative.  We pursue excellence in everything and have a lot of fun along the way.  Come join us!

Check us out on Glassdoor and see what people LOVE about working for SalesLoft! 

THE OPPORTUNITY:

Although we’re proud of our history, we’re just as excited about the future.  We want to create a world-class culture and company that attracts, develops, engages, and retains elite talent.  

At SalesLoft, our Dynamics Advanced Technical Support Specialist is pivotal to our company’s success. As a key member of our fast-growing and high-performing customer support team, you will continue to provide high-touch technical services to our largest customers and help solve the client’s most complex technical issue and provide technical guidance to add value through the use of SalesLoft. You will be the technical point of contact for those clients by supporting, adopting, and providing guidance over the comprehensive suite of products and features available in SalesLoft.

In addition to working with amazing colleagues who exemplify our ‘team over self’ core value, you will also have the opportunity to support an impactful and revolutionary software that is changing the way sellers serve their buyers. You will have an opportunity to make a difference. 

WHAT WE’RE LOOKING FOR:

We are seeking a self-motivated professional who loves working with and developing customer relationships, solving puzzles and executing strategies to drive our customer’s adoption. We want to continue to ensure our clients feel the "Customer Love"  with prompt support and a personal touch. 

On a day-to-day basis, you will be a technical advisor, responsible for working with our top clients to provide proactive guidance to the customer that adds value through the use of SalesLoft and delivers recommendations to make the customer’s environment less susceptible to business impacting downtime. This role is ideal for those who are true problem-solvers, champions of customer success and are highly skilled at managing technical issues in an approachable and understandable fashion. On a day-to-day basis, you will be responsible for troubleshooting some of the most technical issues for our clients via email and screen share. 

If you’re looking for an opportunity to learn more, do more, and become more than previously possible… If you’re passionate about innovation, growth, and serving customers and thrive in a fast-paced, developmental environment, then becoming a Dynamics Advanced Technical Support Specialist is the career path for you!

What You’ll Do:

Provide mentorship and develop our Client Support Agents around Microsoft Dynamics as well as handle our most challenging customer issues. This will require the coordination of internal technical resources to bring them to resolution. 

Providing expert diagnostic assistance and solutions, you will shepherd customers through ongoing or multifaceted technical struggles and research long-term solutions.

THE SKILLSET:

• 4+ years in a customer-facing role
• 2+ years of experience in troubleshooting Microsoft Dynamics
• Has Dynamics 365 for Customer Service Functional Consultant Associate Certification
• Salesforce admin certified or similar experience
• Being comfortable being able to speak to stakeholders about technical diagnostics.
• Demonstrated excellent time management skills.
• Excellent verbal and written communication skills
• Bonus: Ability to diagnose email connectivity and deliverability issues.
• Bonus: Expertise in all SalesLoft functions and features.
• Bonus: Experience diagnosing VoIP issues using Twilio and Tracer-Bullet.
• Bonus: Expert at diagnosing automation rule issues.

WITHIN ONE MONTH, YOU’LL:

• Work 6-7 New Tier 2 cases per day with proficiency and technical know-how.
• Begin 1:1’s with your manager.
• Set your OKRs (Objectives and Key Results) with your manager and develop an action plan to achieve them.
• Help other Tier 2 agents on screen shares
• Capable of serving customers quickly and proficiently and feel comfortable troubleshooting with customers via screen share
• Be able to answer questions in the support slack channel

WITHIN THREE MONTHS, YOU’LL:

• Work 6-7 cases per day with proficiency and technical know-how.
• Provide client assistance via email through Salesforce Service Cloud and Screen-shares.
• Create and communicate action plans to the customer.
• Work closely with our Client Success, Professional Service, Sales, Specialist, and Quality Assurance teams.
• Will handle escalated issues from other agents and leadership around Dynamics
• Present to the Tier 2 team on things you learn

WITHIN SIX MONTHS, YOU’LL:

• Self proficient and has a deep knowledge of complex topics related to VoIP, Salesforce, and Salesloft Automations
• Present a training for Tier 1 on Dynamics 
• Present a training for Specialist and TAMs on Dynamics 
• Become a subject matter expert in a core functionality in SalesLoft and present the knowledge learned to the team

WITHIN TWELVE MONTHS, YOU’LL:

• Present a training for Tier 2 on Dynamics 
• Will be on the track of becoming a Certified Salesforce Admin
• Expert at Queue Management
• Be able to take 30 cases a week
• Maintain a 90% CSAT 
• Can help the Team Lead on escalated cases