Support Analyst providing first - level assistance to business areas using Jira. Engaging with critical systems that account for significant revenue in a hybrid role in São Paulo.
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
Technical Support Analyst providing first - level support for Lumary's healthcare technology products. Identifying and resolving customer queries while assisting with product engagement and issue escalation.
Desktop Support Engineer providing user helpdesk support and maintaining production desktop systems at Flying Bark Productions, an animation studio in Sydney. Troubleshot hardware and software issues in a dynamic environment.
User Support Analyst supporting local IT team in Eschenbach, providing hardware and software solutions. Involves problem analysis and implementation of new IT processes.
Technology Support Technician providing high - quality technical support to customers using our products. Working mostly from the office but with on - site visits when needed for complex issues.
Support Technician for Niterra maintaining jigs and fixtures for spark plug technology. Adhering to safety and quality standards while collaborating across departments and managing preventive maintenance.
Technical Support Engineer providing basic technical support for Securitas Healthcare products via phone, email, and occasionally onsite. Responsible for customer contact, troubleshooting, and collaboration with higher tiers.
Systems Support Technician maintaining robust IT support for PHS and improving health equity through technology. Responsible for computer systems upkeep across various locations in New York.
Technical Support Operations Manager overseeing Managed Services support operations in Plano, TX. Leading teams and ensuring customer satisfaction while managing technical support and NOC functions.
Experienced Fleet Support Analyst at Boeing analyzing data and supporting Supply Chain decisions. Collaborating with team members to visualize performance metrics and recommend improvements.