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Job Description
Customer Support Specialist responsible for delivering exceptional end-to-end customer experience, resolving technical issues, and collaborating with the team to increase efficiency.
Responsibilities
- Provide 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 for both internal and external audiences.
- Collaborate with the team to increase team spirit and efficiency.
Requirements
- 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.
- Knowledge of Internet development technologies (HTML, Java Script, XML, API, etc.).
- Understanding of database concepts and SQL.
- Excellent written and verbal communication skills.
- Comfortable interacting with other groups and management.
- Programming abilities or the ability to read code in one or more of the following languages: Java, PHP, Java Script.
Desired Skills
- 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.