Customer Support Engineer I
Skills
About the Role
You will make every customer interaction a positive experience by understanding and troubleshooting break/fix issues to resolution. You will engage with customer business owners, provide proactive best practice guidance, and advocate for customer priorities internally. You will leverage your Salesforce knowledge to deliver world-class technical support, serve as an escalation point of contact, assist with the configuration of software-as-a-service solutions, contribute to the knowledge database, and maintain accurate information in support applications.
Requirements
- Ability to deliver exceptional customer support in French and English
- Strong written and oral communication skills with proven ability to manage relationships via phone and email
- Experience with Salesforce
- Expertise with Microsoft Word and Microsoft Excel
- Ability to communicate complex technical topics with users at all levels of technical expertise
- Excellent listening skills
- Analysis, troubleshooting, and problem-solving expertise
- Ability to effectively prioritize and escalate customer issues
- Extensive hands-on technical experience within support and related skills
- Proven track record of taking ownership and driving results
- Ability to adapt to rapidly changing environment and customer requirements
- Willingness to service customers in shifts
- Bachelor's Degree or equivalent experience
- Salesforce.com certification a plus
Responsibilities
- Strive to make every customer interaction a positive experience
- Troubleshoot product and service-related issues and escalate issues as appropriate
- Engage with customer business owners to support customer success and application optimization
- Provide proactive best practice guidance to customer project and management teams
- Advocate customer priorities internally within Conga
- Leverage knowledge of Salesforce to provide technical support and communicate appropriate solutions
- Serve as an escalation point of contact for product and service issues
- Assist with configuration of Conga software-as-a-service solutions for customers and partners
- Contribute to knowledge database creation and improvement
- Maintain accurate information in salesforce.com and other support applications
