Location: Remote (Home office)
Working Hours: Regular
Office base: Remote
Prodly solves the time-consuming process that Salesforce administrators and architects and consultants face: managing the complex reference data that drives popular Salesforce applications like CPQ, Field Service Lightning (FSL), Advanced Approvals (AA), and Billing.
Prodly AppOps, the company’s flagship product for reference data management (RDM), is designed by Salesforce experts for Salesforce end users and system integration (SI) partners to enable four-click deployment of relational data between Salesforce orgs. Prodly, a VC-backed Salesforce ISV partner, is looking for a talented, hardworking individual with great energy and initiative to join our team.
As a Software Support Specialist, you play a critical role as the first point of contact for clients contacting the Help Desk for our SaaS products.
You will be responsible for handling incoming support cases, interfacing with customers and escalating as appropriate.
The ability to prioritize tasks with minimal guidance, and communicate effectively with both external customers and partners, as well as internally with Client Success, Sales and Engineering.
What we offer:
Well-developed internal support process and industry leading tools.
Opportunity to prove yourself as a leader, help build and oversee a world class support organization.
Possibility to help drive the evolution of the product.
Really interesting and challenging tasks that require a thoughtful technical approach
Prospects for professional growth and development
What you will accomplish:
Provide Tier 1 software support for our clients by troubleshooting and maintaining frontend and backend systems
Manage case queues, providing timely response and bringing cases to resolution within the SLA
Give customers a voice, allowing them to feel heard
Author knowledge articles based on case resolutions
Handle incoming escalations from Customer Success and Sales, escalate to Tier 2/3
Reports based on targeted metrics for continuous improvement of the technical support process.
Pipe feature requests and product input from customers to the product team
Work closely with the Customer Success Managers to maintain continuous knowledge of accounts
What you will bring:
+1 year of technical support experience or equivalent certifications/education completed
Knowledge of computer software, operating systems, hardware and networking
Personable and loves to interface with customers, even in difficult situations
Ability to track multiple support cases at the same time, coordinate internal and external communication
Excels at debugging and creative problem solving
Technical leader, hungry to learn and obsessed with customer experience
Step up, go above and beyond during critical incidents
Good written skills, clearly articulate problems and solutions
Understand customer use cases and complex release management flows
Great bonus points (but not required) – experience with using Salesforce Service Cloud as the customer service application, supporting Salesforce based applications or other major SaaS/PaaS platforms
Great bonus points (but not required) – Experience using Jira or other similar issue tracking system
Job conditions:
Attractive monthly salary paid in line with your skills and experience
Access to professional training to progress in your career
Friendly and professional team ready to share their best practices
Fully remote work within Prodly’s digital set up, software and tools. Necessary equipment is to be provided
Flexible working schedule matching your work-life balance
Unlimited paid vacation days benefit
Medical insurance
Home office arrangement allowances
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