Facebook pixel

Technical Support Engineer
Classy for Salesforce, Classy
Confirmed live in the last 24 hours
Experience Level
Desired Skills
  • 2+ years experience in a client-facing technical role
  • Bachelor's degree or have equivalent work experience
  • Desire to deliver positive customer experiences
  • Ability to professionally and respectfully address customer concerns and provide concise feedback
  • Excellent communication and troubleshooting skills
  • Must be a self-starter that is willing to self learn at times
  • You have experience or knowledge supporting Salesforce Products, or other CRM's
  • You have experience working with API's and troubleshooting debug logs
  • You have experience troubleshooting complex technical software
  • The total annual salary for this full-time position is $56,000 - $76,500 + equity + benefits. As this is a remote position, the salary range was determined by role, level, and possible location across the US. Individual pay is determined by work location and additional factors including job-related skills, experience, and relevant education or training
  • Client Email Queue Management (80%) - Help maintain SLA's on client submitted technical support cases
  • Client Phone Calls (10%) - When requested, provide support via client calls
  • Internal Team Support (10%)- Help answer questions from cross functional teams in regards to the integration
  • Become a product expert on the core features and functionality of the Classy for Salesforce Integration
  • Respond to customer support emails and phone calls to answer product questions
  • Provide general troubleshooting for client reported product issues
  • Help identify whether a client reported issue is an issue with the product, or is specific to the client's Salesforce instance/configuration
  • Escalate product bugs to Support Level 2
  • In collaboration with Support Level 2, identify the most impactful bugs for fix prioritization
  • Work with manager on identifying queue trends for case deflection opportunities
  • Answer internal team questions regarding the integration
  • Collaborate with cross functional partners on case statuses and next steps

201-500 employees