About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
Detailed Role & Responsibilities
Assisting customers in troubleshooting their implementation, integrations and custom code of Salesforce Marketing Cloud products via multiple channels like voice, email, chat, etc. This involves debugging, troubleshooting, and ensuring issues are fully resolved.
Providing feature explanation and Salesforce coding best practices.
Managing customer expectations and the customer experience to maximize customer satisfaction.
Developing and maintaining technical expertise in assigned areas of product functionality.
Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
Build and maintain Knowledge Base Articles and Known Issues both for internal and external audiences.
Open and continuous collaboration with your team to increase team spirit and team efficiency.
Actively cooperate with Engineering, Sales and Success teams to achieve best possible results for our customers.
Meet the monthly goals on important metrics such as Customer Satisfaction, Time to Resolve, Productivity etc.
Mandatory Technical/General Qualifications
Demonstrated skill in Customer Support, Helpdesk, or Customer Service in a customer-facing role.
Knowledge of website development, online marketing technologies and data management.
Proficient with HTML, CSS, JavaScript, SQL and API debugging
Ability to communicate technical concepts clearly and effectively
Ability to analyze and investigate reported issues
Ability to optimally prioritize, multi-task, and perform well under pressure
Knows how/when to elevate customer issues as required
Excellent written and verbal communication skills
Proficient in French or Italian, in addition to English
Good to have
Hands-on knowledge of Digital Marketing and good understanding of Marketing Business
Experience in Salesforce CRM, Marketing Cloud or Data360
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