Job Title: Technical Support Agent

Location: Atlanta

THE OPPORTUNITY:

While 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 the nation’s elite talent.  

At SalesLoft, our Technical Support Agents are pivotal to our company’s success. As a key member of our fast-growing and high-performing customer support team, you will be our front-of-the-line help to get our customers back to engaging their buyers. We believe that the most successful sellers have a passionate and supportive team behind them, and that includes you.

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 solving puzzles and figuring things out for your clients. We want to continue to ensure our growing client base feels the "Customer Love"  with prompt support and a personal touch. 

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 passionate about sales technology, providing a world-class customer experience, and thrive in a fast-paced, hyper-growth startup environment, then becoming a Technical Support Agent is the career path for you! 

THE TEAM:

Our SalesLoft’s Support team is composed of seasoned and up-and-coming Support professionals who are all aligned on one mission: Equip sellers to maximize revenue by creating a fantastic buying experience. 

The Support team consists of Support professionals with a strong desire to learn and help customers. They are also the epitome of our core values - Customers First. Team Over Self. Focus on Results. Bias Towards Action. Glass Half Full.

THE SKILL SET:

• Superb analytical and critical thinking skills.
• Strong desire to learn and help others in Support learn.
• Exceptional interpersonal skills.
• Experience with time management between competing priorities. 
• Excellent verbal and written communication skills.
• Proficiency in troubleshooting web based  applications, email connectivity, Voice Over IP (VoIP), comfortable troubleshooting common error messages, and operating system settings. Knowledge and/or experience with Salesforce a plus.
• Bonus points if you have 2 or more years of experience supporting customers through a variety of contact channels including chat, email, and screen shares.

WITHIN ONE MONTH, YOU’LL:

• Work 3-5 Tier 2 cases fper 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.
• Complete Tier 2 Support Training where you’ll learn the process and how to troubleshoot complex issues with the Salesloft platform.
• Capable of serving customers quickly and proficiently and feel comfortable troubleshooting with customers via screen share

WITHIN THREE MONTHS, YOU’LL:

• Work 3-5 cases per day with proficiency and technical know-how.
• Provide client assistance via email through Salesforce Service Cloud and Screenshares.
• Create and communicate action plans to the customer.
• Work closely with our Client Success, Professional Service, Sales, Specialist and Quality Assurance teams.

WITHIN SIX MONTHS, YOU’LL:

• Self proficient and has a deep knowledge of complex topics related to VoIP, Salesforce, and Salesloft Automations.
• Take on a project under the guidance of leadership.

WITHIN TWELVE MONTHS, YOU’LL:

• Provide training and mentor others on the team. 
• Will be on the track of becoming a Certified Salesforce Admin
• Expert at Queue Management

IS THIS ROLE NOT AN EXACT FIT? Keep an eye on our Careers Page for other positions!

WHY SHOULD YOU WORK AT SALESLOFT:

• You will become part of an amazing culture with a supportive CEO and smart teammates who actually care
• You will work with an amazing team you can learn from and teach
• You will experience joining a high-growth/high-traction organization
• You will hear “Yes, let’s do that!” and then have the opportunity to successfully execute on your ideas
• We have a vibrant, open office that utilizes modern technology
• You will grow more here than you would anywhere else, that is a promise

SalesLoft is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.