Technical Support (Salesforce)

We're obsessed with growth. From enabling companies to flourish, to helping careers bloom.SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.What does a day in the life as a Technical Support II (Salesforce) look like?• Answer technical questions or issues related to the document generation products• Deliver technical assistance to customers having challenges using the software products• Handle customer cases in a timely manner based on set Service Level Agreements• Connect with customers via call/screen share meeting to understand and troubleshoot customers' technical concerns• Provide basic resources to customers looking to expand their software product knowledge• Work individually or with teams on a special project(s) that champion excellent customer service and experience• Perform additional responsibilities analogous to the role, skill, and capability to provide further support to the TCS Team• Mentor and coach Technical Support Specialists to become proficient in their assigned products• Leverage knowledge of Salesforce to provide world-class technical support, assess needs, and craft the appropriate solution for the client's customers.• Serve as an escalation point of contact for product and service issues• Assist Technical Support Specialists and customers on the optimal configuration of the client's SaaS solutions to ensure 100% customer satisfaction and successWhat are the required qualifications for a Technical Support II (Salesforce)?• 2 - 3 years experience in a technical support role preferably supporting any software products.• Experience with cloud-based/SAAS solution technical support (Salesforce.com / Office 365 / etc.) is an advantage.• Excellent Oral and Written Communication skills.• Excellent customer service skills or client-facing support skills/experience• Excellent technical knowledge and analytical skills and can adapt to the fast-paced technical learning environment.• Excellent probing and troubleshooting skills supporting a software product.• Ability to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment.• Must be highly motivated and perform well working independently and with a team.• Must be customer-centric, self-propelled, proactive, and decisive.• Willing to work on a hybrid setup in BGC, Taguig - Foundry Office.Ninja Perks And Benefits• Full time employees• Competitive compensation• Adherence to government-mandated benefits• Retirement Savings Program with Company Matching• Life Insurance• HMO on day 1• Paid time off, birthday leave• Bonus and incentive plans• Opportunities for skills training and personal and professional development• Employee Referral Program• Beautiful office space (for onsite employees)• Free lunch provided daily (for onsite employees)Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?DisclaimerThe duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.PI248926213