Your Role:
We’re seeking a Tier 2 Support Specialist to join our Super Awesome Support team.
As a Tier 2 Support Specialist, you will provide world class service to our customers. You will engage customers on inquiries, technical issues, and suggestions. You will help provide a valuable and memorable experience.
You will have the opportunity to work in an exciting ecosystem. If you want to become another important member of a fast growing team of experts, this is the job for you.
Your responsibilities
- Respond to support tickets and inquiries through phone, e-mail, and live chat
- Handle escalated cases by working cross-functionally with but not limited to R&D, Product, CSM
- Diligently work with customers by providing regular updates to tickets and open issues
- Communicate closely with Support tier 1 and 3 to troubleshoot and resolve issues
- Work with our Managed Backup Services team to implement, monitor, optimise our backup plans
- Assist with QA regarding bugs and new features, consistently test functionality of the platform
- Assist in managing the knowledge base to help clients find answers to frequently asked questions
- Be passionate about making our customers happy
- Be open to wearing multiple hats with a readiness to support all members of the Odaseva team
Required Qualifications
- 6+ years of experience resolving technical issues for clients in a support environment ideally for a SaaS company
- Background in establishing and building lasting customer relationships and/or customer support experience
- Ability to multitask between calls, emails and open cases to resolve issues
- Ability to thrive under tight deadlines
- Ability to work in a diverse team environment
- Comfortable presenting ideas internally and to client stakeholders
- Excellent time and priority management skills
- Excellent communication skills
- Salesforce certifications
- Full professional proficiency in English.
Skills Required
- 8+ years resolving technical issues for clients in a support environment, ideally for a SaaS company.
- Background in establishing and building lasting customer relationships and/or customer support experience.
- Ability to multitask between calls, emails and open cases to resolve issues.
- Ability to thrive under tight deadlines.
- Ability to work in a diverse team environment.
- Comfortable presenting ideas internally and to client stakeholders.
- Excellent time and priority management skills.
- Excellent communication skills.
- Salesforce experience.
- Full professional proficiency in English.
What We Do
At enterprise scale, Salesforce data is different. Data volumes are large. Data models are more sophisticated. Integrations, regulations, and business processes are much more intricate. All this complexity dramatically increases the risks to your data threatening to grind business to a halt. Odaseva is the only data platform built specifically to help the world's largest, most ambitious Salesforce customers keep their data protected, compliant, and agile. With Odaseva, Salesforce architects and platform owners get a powerful set of tools to help solve the problems at the foundation of the Salesforce data value chain. Keep customer data intact and available with comprehensive backup and archiving, apply analytics to prevent disruptions before they happen, use automation to take control of the entire data lifecycle and solve privacy and compliance issues at the root, and easily move data between production and non-production environments, to sandboxes, and to systems outside Salesforce. White Paper: Odaseva Complete Guide to Salesforce Backup and Restore https://www.odaseva.com/complete-guide-to-salesforce-backup-and-restore
