Similar Jobs

View More
 
This company is committed to hiring Veterans

Success Agent (Tier 2) / Sr. Success Agent (Tier 2) - Technical Support

This job is no longer active. View similar jobs.

POST DATE 3/31/2020
END DATE 4/3/2020

Salesforce.com New York, NY

Location
New York, NY
AJE Ref #
587061798
Job Classification
Full Time
Job Type
Regular
Company Ref #
JR59483-New York
Experience
Mid-Career (2 - 15 years)
Education
Bachelors Degree

JOB DESCRIPTION

JOB CATEGORY

Customer Success Group

JOB DETAILS

We are looking for ambitious team players to join our cutting-edge support team! These positions are for individuals who are highly motivated, self-directed and have a desire to deliver outstanding support. You possess excellent analytical and communication skills and are ready to be part of this client-focused, fast paced, global operation that provides 24/7/365 technical support.

Our Customer Success Support teams are hiring for the Marketing Cloud and Audience Studio team.

Your Impact - In your role as a Success Agent, you are the first point of contact for customers experiencing technical challenges. You will own the customer experience by:

*

Developing and maintaining technical expertise in assigned areas of product functionality including tasks such as conducting hands-on diagnosis of complex technical issues involving data collection, imports, exports, media tagging, the Salesforce DMP platform and product usage
*

Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
*

Managing customer expectations and the customer experience to maximize customer satisfaction.
*

Overseeing and managing the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues.
*

Creating knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community.
*

Sharing best practices with team members to enhance the quality and efficiency of customer support by contributing in enriching FAQs, community forums and internal documentation
*

Leveraging internal toolsets to surface ticket trends, commonalities, and recurring issues across clients
*

Liaising between Solutions, Engineering, and Product teams to enhance support protocols
*

Staying informed of data-driven marketing news, emerging technologies and competitors offerings

Success in role requires:

*

2+ years prior experience in a support or customer service environment
*

2-4 years experience delivering or supporting a digital media business and working with martech/adtech or other similar SaaS solution
*

A proactive approach to self-education and professional development
*

Ability to resolve customer service issues and skillfully manage complex customer service problems for people with disabilities
*

Interest in partnering with the product team to track accessibility work and priorities
*

Passion for evangelizing accessible design and development, both within Salesforce and to our customers and spearheading the accessibility support program.
*

Experience in online Ad Operations, Ad Tech or SAAS platforms
*

Understanding of the digital marketing ecosystem and business models (yield, product strategy, sales strategy, campaign strategy)
*

Understanding of database concepts and data management (RDBMS) and SQL

Preferred Qualifications:

*

Available to work flexible shifts including weekend shift of Wednesday-Saturday
*

Bachelor's degree in computer science or equivalent experience
*

Awareness of common data collection methodologies including but not limited to the following: URL parsing, text mining, content scraping, SDKs, hashed emails
*

Familiarity with Ad Servers (DFP, OpenX, OAS), DSPs (DBM, MediaMath, Turn), SSPs (AdX, Pubmatic, Criteo) and Third Party Data Providers (Acxiom, AdAdvisor, DataLogix, Exelate, LiveRamp, etc.)
*

Strong familiarity with assistive technologies, including screen readers (with experience in at least one of NVDA and Jaws)
*

Experience with Salesforce Marketing Cloud
*

Certified Salesforce Administrator (ADMIN201)

ACCOMMODATIONS - If you require assistance due to a disability applying for open positions please contact the Salesforce.com Recruiting Department.

POSTING STATEMENT

Salesforce.com and Salesforce.org 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. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.