Salesforce Technical Support Specialist

About Us: 

Verifiable provides industry-leading, API-first solutions to automate credentialing and provider network management for the healthcare industry. Our software is used by some of the largest and fastest growing healthcare companies like Humana, TriWest, Spring Health, Modern Health, Talkspace and Grow Therapy. We are an official Salesforce vendor, and the #1 fastest-growing ISV partner on the Salesforce app exchange in 2023.

The Role:

The T3 Technical Support Specialist is the point of escalation for customers seeking advanced product or technical assistance. This individual is responsible for providing technical support and managing technical escalations from the T1 support team.

Responsibilities

• Responsible for all advanced product and technical requests escalated from the Tier 1 support team
• Develop and maintain advanced troubleshooting tools and documentation
• Provide training and guidance to T1 support team members.
• Provide prompt and accurate assistance to customers by identifying, troubleshooting, and resolving advanced technical issues.
• Develop a strong understanding of Verifiable and Salesforce to effectively assist customers and provide accurate information.
• Conduct thorough analysis of customer inquiries to determine the root cause of the problem and escalate complex issues to the appropriate internal teams when necessary.
• Deliver superior customer service by actively listening to customer concerns, empathizing with their issues, and providing clear and concise instructions to resolve problems
• Document and maintain detailed records of customer interactions, technical solutions, and follow-up actions
• Collaborate with cross-functional teams, including product, sales, and customer success to provide feedback on common customer issues and contribute to enhancements
• Contribute to the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides to facilitate self-service options for customers
• Identify opportunities to improve customer support processes and workflows, and actively participate in continuous improvement initiatives

About You

• 3+ years of Salesforce Consultant or Administrator experience.
• 2+ years working in ticketing or queue system
• Proven experience in technical support or customer service roles, preferably supporting Salesforce products
• Strong understanding of Salesforce including configuration, customization, and troubleshooting
• Excellent problem-solving skills with the ability to analyze complex issues and provide accurate resolutions
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical individuals
• Outstanding customer service skills, with a strong customer-centric approach and the ability to handle difficult situations with patience and empathy
• Ability to work in a fast-paced environment, prioritize tasks, and manage multiple customer inquiries simultaneously
• Exceptional documentation skills for customer issues and best practices
• Self-motivated and proactive with a strong desire to continuously learn and improve technical skills
• Customer-focused mindset with a passion for delivering high-quality service
• Salesforce certifications (such as Salesforce Certified Administrator)

More About Verifiable:

-We’ve grown to over 100 employees in 5 years. Steady revenue growth allowed us to secure a $27M Series B led by Craft Ventures, bringing us to $47M in total funding.

-We value the many benefits of remote work, so we’re fully distributed across the US and internationally.

-Benefits include Health/Vision/Dental plans, unlimited PTO, new Apple equipment, and startup equity as part of your comp package.