As a Customer Support Specialist, you’ll help as the first line of technical support for our Salesforce-based solutions, working directly with customers to troubleshoot, resolve, and document issues.
- Provide high-quality product support by responding to and resolving client issues within SLA at a rate of 95% or higher
- 100% of tickets are properly documented, with a complete description, resolution steps, and necessary notes for future reference.
- Less than 10% of tickets require escalation to higher-level support or development teams
- Less than 5% of resolved tickets are reopened due to inadequate resolution or customer dissatisfaction
- Identify revenue-generating opportunities from support interactions by recognizing when a request goes beyond standard support. Contribute to at least a 10% conversion rate per quarter by escalating qualified opportunities to the Delivery or Sales team.
- Serve as the primary technical support contact for customers using our Salesforce-based lending and broker solutions.
- Diagnose and resolve product issues in collaboration with internal teams.
- Work within Jira Service Desk to manage support tickets and SLAs.
- Stay up to date with product releases and new features to ensure accurate support and knowledge sharing.
- Create, maintain, and publish knowledge base articles and troubleshooting guides.
- Identify patterns in support requests to suggest product or process improvements.
- Work cross-functionally with product owners and developers to ensure issue resolution and customer satisfaction.
- Collaborate with the delivery team to ensure seamless handoff from implementation to support.
- Participate in support team reporting, documentation, and tool optimization.
- Stay current on Salesforce platform changes and how they impact our products.
- Minimum of 2 years of Salesforce experience
- Knowledge and hands-on experience with Sales Cloud and Service Cloud.
- Must demonstrate a strong ability to troubleshoot technical issues
- Must be able to work in a fast-paced environment and juggle multiple requests
- Team player that is able to help out other members
- 2+ years of experience in technical product support, ideally with Salesforce-based products.
- Experience using Jira Service Desk or other ticketing systems.
- Excellent problem-solving and communication skills-comfortable talking to both customers and developers.
- Proven ability to document solutions and create knowledge base articles or user guides.
- A proactive mindset-you’re a self-starter who doesn’t wait to be told what to do.
- Experience working with lending or financial services clients is a plus.
