Customer Support Specialist

Copado Customer Support Specialist
 
Copado, #1 Native Platform for Salesforce 


Copado seeks  a talented, hardworking individual with great energy, leadership, and initiative to drive delivery and customer success for one of the fastest growing applications in the Salesforce ecosystem.  We provide our employees with flexible working environments and competitive benefits in all of our global offices, along with opportunity to grow with the Company. 

The Customer Support Specialist will report to the Customer Support Manager and  work out of our Chicago Office, or partially remote from Indianapolis or Bloomington, IL.


The Copado Tech Support team is responsible for innovating, maintaining and providing the best customer experience and support to our users across all industries every day. Our users count on our platform to be highly reliable, secure, and to preserve all of their customized integrations every time we ship.


Responsibilities

●  Properly manage case queue in accordance to customer agreements
●  Answer technical questions, solve technical problems, and suggest appropriate
 workarounds related to Copado platform
●  Resolve customer service issues and skillfully manage/troubleshoot complex customer service problems
●  Manage customers' expectations and experience in a way that results in high customer satisfaction
●  Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers
●  Create knowledge base materials dedicated towards operational efficiency
●  Research, document, escalate cases according to procedure
●  Actively participate in job related training 
●  Assist with the design and delivery of product and other technical training
●  Review support cases for technical and troubleshooting accuracy
●  Identify product and services up-sell opportunities and describe Copado solutions to customers in a way that is articulate, accurate, and persuasive
●  Complete assigned projects responsibilities
 
Qualifications

●  2-5 years of prior experience in Salesforce and Customer Support
●  Demonstrated analysis, problem solving and troubleshooting expertise
●  Detailed, organized and results oriented
●  Ability to effectively prioritize and escalate customer issues as required
●  Excellent written and verbal communication skills (both in English)
●  Comfortable interacting with all levels of management
●  Ability to multi-task and perform effectively under pressure
●  Knowledge of the following development technologies (XML, API, SQL etc.) 
●  Knowledge of DevOps a bonus


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