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Job Category
Customer Success Group

Job Details

We are looking for great teammates to join our innovative support team! These positions are for individuals who are highly motivated, self-directed, and have a desire to work on the #1 cloud-based platform. You must possess excellent analytical and interpersonal skills (proficient writing and speaking Japanese) and have the passion to deliver outstanding support to our customers in Japan. The Global Support work environment is highly customer-focused and fast paced, operating globally to provide 24/7/365 technical support.

Do you want to help make a positive impact on our customers?

Your Impact - In your role as a Technical Support Engineer, you are the first point of contact for customers experiencing technical challenges and lead the complete end-to-end customer experience.

Duties & Responsibilities:

• Assisting customers in solving their custom code, integration, and implementation of Salesforce products. This involves debugging, fixing, and ensuring issues are fully resolved.
• Providing feature explanation and Salesforce coding standard methodologies.
• Developing and maintaining technical expertise in assigned areas of product functionality.
• Demonstrating outstanding analytical, troubleshooting, and problem-solving expertise.
• Handling customer expectations and the customer experience to improve customersatisfaction.
• Overseeing and running the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues.
• Creating knowledge base materials dedicated towards operational efficiency empowering and enabling the greater support community.
• Sharing best practices with team members to enhance the quality and efficiency of customer support.
• Collaborating with all Salesforce teams efforts and ensuring we are a single point of contact for all post-sales support activities.

Minimum Qualifications:

• 2+ years prior technical support experience
• Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
• Fluent proficiency in writing & speaking Japanese
• Fluent proficiency in writing & speaking English
• Proven analysis, problem solving and skills troubleshooting expertise
• Ability to effectively prioritize and escalate customer issues as the need arises
• Ability to multi-task and perform effectively under pressure
• Understanding and experience reading/writing HTML

Preferred Qualifications:

• Working experience in Marketing Cloud Journey Builder and API integration
• Proficient with HTML, CSS, JavaScript
• Marketing Cloud Admin certification, Marketing Cloud Consultant or Marketing Cloud Developer Certification
• Knowledge of API Programming, Software Development (AMPscript is a bonus)
• Expertise in troubleshooting web-based technology (e.g. via browser console etc)

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