Job Description
Key Responsibilities:Own the complete end-to-end customer support experience.Provide prompt, detailed analysis of technical challenges and business issues.Deliver great customer support experience to each customer case.Solve technical issues and Integrations, with API/SSJS and Marketing cloud Functionalities.Take ownership of customer issues through to resolution - including solving, internal communication and providing mentorship on recommended standard methodologies.Build and maintain Knowledge Base Articles both for internal and external audiences.Open and continuous collaboration with your team to increase team spirit and team efficiency.Required Skills/Experience:Customer-focused or previous customer-facing experience.Ability to communicate technical concepts clearly and effectively.Ability to optimally prioritize, multi-task, and perform well under pressure.Knows how/when to escalate customer issues as required.Knowledge of Internet development technologies (HTML, Javascript, XML, API, etc.) is required.Understanding of database concepts and SQL.Excellent written and verbal communication skills.Comfortable interacting with other groups and management - Ability to work with different internal teams (other groups management).Programming abilities or abilities to read code in one or more of the following languages: Java, PHP, JavaScript.Resolve customer service issues and strategically manage sophisticated customer service problems.Proficient in French in addition to English.Desired Skills/Experience:Meaningful experience working in Technical Support.Previous experience with Salesforce/marketing cloud and its technologies.Any official Marketing cloud Certification.Familiarity with Trailhead or a Trailhead Ranger status.CRM proven experience.Knowledge of multi-tenant, grid, parallel, or distributed computing architectures.Experience with SQL and API debugging.Meet the monthly goals on important metrics such as CSAT, Efficiency, Open Case Backlog, etc. #J-18808-Ljbffr