You will have primary responsibility for providing front-line troubleshooting, feature explanation, and best practice guidance for Salesforce clients from around the world. The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support. A Success Engineer operates efficiently in this climate, maintains composure, exhibits professionalism, and delivers the highest levels of client satisfaction at all times. A Success Engineer operates efficiently in this climate, maintains composure, exhibits professionalism and delivers the highest levels of client satisfaction at all times.
RESPONSIBILITIES:
· Provide exceptional frontline technical support via phone and email to Salesforce clients
· Assist with general best practices, including: user management, data management, and reporting and dashboards
· Identify situations where professional services or account executive intervention may be warranted
· Track and maintain all client communications and case documentation in Salesforce
· Follow established support processes and procedures
· Fluent in English and Portuguese, both written and spoken is required
PREFERRED QUALIFICATIONS & SKILLS:
· Passion for Client Experience
· Bachelor’s degree or equivalent work experience
· Excellent written and verbal communication skills
· Action oriented with strong organizational, analytical and problem solving skills
· Highly adaptable, fast learner
· Technical aptitude in support of learning Salesforce Cloud applications and solutions
· Dependable, motivated, self-starter, with the ability to work independently
· Experience in technical support (or other client focused environment)
· Language skills- English
LEADERSHIP QUALITIES:
· PASSION: Passionate about Customer Success
· BEGINNERS MIND: Always learning, approaches each interaction with open mind, great listener and hands-on
· URGENCY: Ability to move fast and drive business value and results
· OHANA: Embodies Aloha culture: A team player that everyone enjoys working with and has a generous heart
· TRUST: Trust the company's core values
· ADAPTABLE: Excels in high levels of uncertainty and change
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