Salesforce Technical Support Specialist - Norfolk, United States - LNB Solutions Inc

LNB Solutions Inc Norfolk, United States

3 weeks ago

Description

We are looking for individuals who are self-motivated, detail-oriented, and have a strong background in technology and customer service. If you have a knack for troubleshooting and a desire to continuously learn and grow in a fast-paced environment, we want you on our team

Responsibilities

As a Technical Support Specialist, you will be responsible for providing exceptional technical support to our clients, ensuring their success and satisfaction with our products
Provide excellent technical support to customers, including troubleshooting and resolving issues related to Salesforce products
Ensure customer satisfaction by actively listening to and understanding customer needs and concerns
Utilize strong problem-solving skills to identify and resolve technical issues in a timely manner
Maintain a high level of product knowledge and stay up-to-date on new features and updates
Collaborate with cross-functional teams to resolve complex technical issues and provide timely updates to customers
Document and track customer interactions and resolutions in a clear and concise manner
Communicate technical information to non-technical customers in a clear and understandable manner
Continuously strive to improve processes and procedures to enhance the customer support experience
Act as a customer advocate by providing feedback and suggestions for product improvements
Stay updated on industry trends and best practices to enhance technical support skills and knowledge
Maintain a positive and professional attitude while working in a fast-paced environment
Adhere to company policies and procedures to ensure high-quality customer service
Collaborate with team members to share knowledge and best practices
Maintain confidentiality and handle sensitive customer information with care
Provide technical leadership, performance management, and mentorship to direct reports.
Ensure customer inquiries and support tickets are responded to within established deadlines.
Ensure compliance with Service Level Agreements (SLAs)
Manage support requests using Zendesk, Jira, and Microsoft Teams Chat
Actively monitor customer feedback and respond to escalated complaints in a timely and professional manner
Create Knowledge Articles based on frequently submitted support tickets
Lead in the resolution of support bugs assigned to subject matter experts.
Document steps to resolution from Subject Matter Experts for resolution of support tickets.
Suggest new training content to the Product Team for frequently submitted support tickets.
Identifying areas of improvement and making recommendations to the Quality Assurance team
Developing and maintaining customer relationships and providing the highest level of customer service
Assisting with customer onboarding to support after implementation.

Qualifications and Experience

Bachelor's in computer science or business Information Technology.
Excellent communication skills (speaking, writing, and presenting)
Must have relevant Salesforce Certification.
Must have strong Zendesk and Jira experience.
Must have relevant QA qualifications.
Strong analytical and problem-solving skills.
Must possess great organizational skills.

This position is fully remote.

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