Salesforce Support Engineer - Sydney, Australia - Blackthorn Posting

Description

Role: Customer Support Engineer, Tier 1

Description: As a Customer Support Engineer, you will utilize your Salesforce configuration knowledge to provide world class support to our customers

What you'll do

• Be a prime contact for customer technical support and display a high sense of urgency and ownership during customer interactions.
• Use Salesforce Service Cloud to triage, collect missing information, provide responses on, and route incoming support cases.
• Strong in relationship building/management with clients as well as internal stakeholders (Sales, Pre-sales, Customer Success, Product, Engineering, and Support).
• Prioritize your own workload effectively with foresight and attention to detail.
• Ensure the prime objective of "delivering moments of wow to our customers" is always met.
• Validate customer reported bugs and create tickets in Jira.
• Assist with reporting issues and gaps found with customer facing product documentation.
• Communicate clearly with management, customers, sales, and developers to ensure customer business requirements are translated accurately for proper troubleshooting assistance..
• Recommend product enhancements and new product opportunities to the Product team.
• Meet or exceed all customer and internal interaction metrics defined by the Director of Support.

What we look for

• Experience working on SaaS products, especially on CRM or CX(Help Desk) products is preferred
• Salesforce experience as an Administrator or Business Analyst preferred
• Salesforce Admin (201) Certification preferred
• Technically proficient with an aptitude for learning new technologies quickly
• Enjoys interacting with customers and speaking to large groups
• Excellent written and oral communication skills
• Strong organizational, presentation, and coordination skills
• Ability to prioritize, work creatively, and perform tasks in solving problems in time-critical situations