Senior Salesforce Support Engineer

About the role:

The Technical Support Engineer role is a critical position within the WorkSpan Technical support team, responsible for providing technical support and guidance to customers and internal stakeholders who utilize WorkSpan and related applications.

Key Responsibilities:

•  Provide Expert WorkSpan Technical Support: You will serve as the primary point of contact for customers and internal teams requiring advanced technical assistance with WorkSpan Support, integration, customization, and functionality.
•  Troubleshooting and Issue Resolution: Investigate, analyze, and resolve complex technical issues reported by customers, working closely with cross-functional teams to ensure problems are resolved in a timely manner.
•  Proactive Support: Monitor and analyze customer systems to identify potential issues and risks, providing proactive guidance and recommendations for improvement.
•  Technical Consultation: Advise customers and internal stakeholders on best practices, industry standards, and recommended solutions to address their specific business requirements using WorkSpan functionalities and integrations.
•  Documentation and Knowledge Sharing: Maintain accurate and up-to-date records of customer interactions, technical solutions, and troubleshooting steps. Contribute to the creation and enhancement of technical documentation and knowledge base articles.
•  Collaborate with Cross-functional Teams: Work closely with Sales, Implementation, Product Management, and Development teams to address customer issues, provide feedback on product enhancements, and contribute to continuous improvement initiatives.
•  Customer Relationship Management: Cultivate and maintain positive customer relationships, ensuring a high level of satisfaction and retention through effective communication and exceptional service.
•  Understanding of technical architecture and data model elements
•  Continuously expand technical knowledge and expertise in WorkSpan products.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience working with a related CRM such as Salesforce, Hubspot, AWS, Google administration and configuration.
• Strong technical troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills, with the ability to convey complex technical concepts to both technical and non-technical audiences.
• Strong customer service orientation and the ability to build positive relationships with customers.
• Proactive and self-motivated, with the ability to work independently and as part of a team.
• Good organizational and time-management skills, with the ability to manage multiple tasks concurrently.
• Familiarity with CRM best practices and industry standards is preferred.