Responsibilities
Actively managing the support queue to answer and resolve product-related issues by working on cases in a timely manner and answering questions via a number of channels including live chat, email, and video calls.
Supporting our Success Architect team through a deep and technical understanding of the product and joining them on calls as an additional technical resource for customers.
Working cross-functionally with our engineering team to diagnose, debug, and report on operations-related problems for existing customers and leverage technical knowledge to investigate, diagnose, and triage bugs.
Working collaboratively with our product team to understand, prioritize and implement customer feedback into actionable insights that help shape the product roadmap.
Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base.
Working on our incident response team to provide critical communication to our customers and internal staff during incidents.
Assisting and supporting leadership in improving the speed and efficiency of our customer operations strategy and experience.
Qualifications
You have the ability to explain complex features and functionality to technical and non-technical users with empathy and technical expertise
5+ years of experience providing support in a B2B SaaS company
Bachelors degree required
Excellent interpersonal, communication, and writing skills
Extensive knowledge of Salesforce CRM
Working knowledge of marketing automation systems (ie Marketo, Pardot, Hubspot, Eloqua)
Working knowledge of Javascript and API errors
Knowledge of web technologies (website architecture, custom forms, UTM parameters, etc)
Knowledge of platform technology (Email services, LLM, etc.)
Passion for making customers successful with software solutions
You enjoy analyzing issues and digging into complex problems
You’re persistent in getting to the bottom of those complex problems. At Qualified our technical support team never has the same question twice and involves researching technical nuances.
The idea of wearing many hats and getting involved in lots of projects outside your day to day is exciting to you and you’re up for the challenge.
You’re interested in growing your career in Technical Support and helping us grow an amazing team.
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
Accommodations
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.
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Posting Statement
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