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Success Agent, Tier 2 – Partner Developer Support
Customer Success – Support Services and Renewals
US - Oregon - Hillsboro

Success Agent, Tier 2 – Partner Developer Support 

Salesforce is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we’re delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate–and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World’s Most Innovative Company according to Forbes and one of Fortune’s 100 Best Companies to Work For. Our “more human, less corporate” culture is built around doing work that matters, winning as a team and celebrating success. Join the #FutureForce team as an intern or a new college grad and get on the path to your #dreamjob!

Key Responsibilities:
  • Leverage advanced technical expertise to resolve complex platform related issues affecting Salesforce partners.
  • Hands on troubleshooting, feature explanation, and best practice guidance to assist Salesforce partners during critical and time sensitive situations.
  • Assist third-party developers to troubleshoot their integration with APIs, Apex, Visualforce and implementation of other Salesforce developer products.
  • Debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.
  • Resolve customer service issues and skillfully manage complex customer service problems.
  • Manage customers' expectations and experience in a way that results in high customer satisfaction.
  • Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
  • Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the Salesforce community.
  • Research, document, escalate cases according to procedure.
  • Actively participate in job related training.
  • Assist with the design and delivery of product and other technical training.
  • Review support cases for technical and troubleshooting accuracy. 
  • Define and describe technical best practices.
  • Identify product and services up-sell opportunities and describe Salesforce solutions to customers in a way that is articulate, accurate, and persuasive.
  • Complete assigned project responsibilities.

Minimum Skills Required:
  • BA/BS or Master's Degree in Computer Science, Information Technology, or related technical field. 
  • 1 year of prior experience in Customer Support.
  • Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
  • Understanding of database concepts and data management (RDBMS) and SQL.
  • Understanding and experience reading/writing HTML.
  • Experience with Salesforce and/or CRM applications.
  • Demonstrate analysis, problem solving and skills troubleshooting expertise.
  • Detailed, organized and results oriented.
  • Ability to effectively prioritize and escalate customer issues as required.
  • Excellent written and verbal communication skills.
  • Comfortable interacting with all levels of management.
  • Ability to multitask and perform effectively under pressure.

Desired Skills:
  • Certified Administrator
  • Visualforce and Apex code experience
  • Certified Salesforce Developer (DEV401)
  • Solid understanding of Object-Oriented design and core programming concepts and are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. and do not accept unsolicited headhunter and agency resumes. and will not pay fees to any third-party agency or company that does not have a signed agreement with or
EEO - It's the law.

Accessibility – If you require accessibility assistance applying for open positions please contact the Recruiting Department.

Pay Transparency Policy Statement – The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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