Software Technical Analyst responsible for supporting wealth and asset management applications in a hybrid work setup with a focus on client - oriented solutions.
About the role
- Technical Support Engineer delivering global support for Salesforce Marketing Cloud. Managing complex customer issues and providing top-tier technical expertise in a customer-centric environment.
Responsibilities
- Serve as a technical frontrunner and expert, staying ahead of emerging AI and automation capabilities to proactively support the future of our Marketing Cloud platform.
- Own the end-to-end technical support experience for enterprise clients, ensuring seamless and successful resolution.
- Oversee and coordinate the rapid resolution of critical technical and business-impacting issues, ensuring prompt and complete problem-solving.
- Effectively research, document, and prioritize customer-reported issues, expertly utilizing internal tools and engaging escalation teams while managing time efficiently in a dynamic environment.
- Collaborate closely with Product Engineering teams to identify product gaps, champion the "Voice of the Customer," and drive product refinements that elevate the overall customer experience.
- Proactively exceed customer expectations and enhance the overall support experience, resulting in consistently high customer satisfaction scores.
- Continuously develop and maintain deep technical expertise within assigned areas of product functionality to effectively guide and assist customers.
- Offer expert feature explanations and provide guidance on Marketing Cloud best practices and standard methodologies.
- Act as a subject matter expert and provide peer mentorship and support through the team's Swarming framework.
- Create and maintain high-quality knowledge base materials focused on increasing operational efficiency and empowering the broader support community.
Requirements
- 2+ years work experience in Technical Support/Consultant equivalent technical position.
- Excellent written and verbal communication skills.
- Experience with Database concepts and SQL.
- Understanding of internet technologies: firewalls, web servers, etc.
- Experience in Software Product Engineering, Software Programming (e.g., Apex, JavaScript, Java, C, C++), Sales Cloud, Service Cloud, Marketing Cloud or any of the Salesforce Platform product offerings.
- Proficient in HTML, CSS, and JavaScript with a background in web development best practices.
- Experience working with and solving problems in a variety of internet browsers, i.e. Chrome, Safari, etc.
- Demonstrated skill in Customer Support or Customer Service in a customer-facing role.
- Ability to effectively prioritize and advance customer issues, as required.
- Ability to multi-task and perform effectively under pressure.
Benefits
- Volunteer Time Off (VTO)
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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