About Company
Salesforce is the global leader in Customer Relationship Management (CRM), bringing companies and customers together in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, internet of things, artificial intelligence, voice, and blockchain—to connect with their customers in a whole new way. We champion a diverse and inclusive workplace, fostering an environment where every employee can thrive and make a significant impact. At Salesforce, we believe in giving back, and our 1-1-1 model of integrated philanthropy means our employees have opportunities to contribute to their communities around the globe. Join a company consistently ranked among the best places to work, where innovation, customer success, and a strong culture are at the heart of everything we do. We are committed to building a workforce that reflects the customers we serve and the communities in which we operate, promoting equality, opportunity, and success for all.
Job Description
Are you passionate about cutting-edge cloud technology and dedicated to empowering customers with seamless support? Salesforce is looking for an enthusiastic and skilled Remote Support professional to join our dynamic team. In this pivotal role, you will be the frontline hero, ensuring our customers maximize the value of their Salesforce investment. Working remotely, you will leverage your expertise to diagnose, troubleshoot, and resolve complex technical issues related to the Salesforce platform, ranging from configuration challenges to integration hurdles. This isn’t just about fixing problems; it’s about providing an exceptional customer experience, understanding their business needs, and guiding them towards optimal solutions. You will collaborate closely with various internal teams, including engineering, product development, and sales, to escalate critical issues and contribute to product improvements. We believe in continuous learning, and you’ll have ample opportunities to deepen your knowledge of the Salesforce ecosystem, earn certifications, and grow your career within a supportive and innovative environment. If you thrive in a fast-paced, customer-centric role, possess excellent problem-solving abilities, and are eager to make a tangible impact from anywhere, this remote opportunity is for you. We are committed to fostering a culture of innovation, equality, and customer success, and we invite you to bring your unique talents to our global team and help shape the future of CRM.
Key Responsibilities
- Provide expert-level remote technical support to Salesforce customers via phone, email, and chat, addressing a wide range of product and service inquiries.
- Diagnose and resolve complex technical issues related to Salesforce platform functionality, including Sales Cloud, Service Cloud, Experience Cloud, and custom applications.
- Escalate critical customer issues to senior support engineers or R&D teams, ensuring timely resolution and clear communication.
- Document troubleshooting steps, solutions, and knowledge base articles to build an extensive repository of information for customers and internal teams.
- Collaborate with internal product and engineering teams to identify, reproduce, and resolve product bugs and contribute to ongoing product enhancements.
- Maintain high levels of customer satisfaction through professional, empathetic, and efficient service delivery.
- Stay updated on new Salesforce features, releases, and best practices through continuous learning and training.
- Contribute to a positive team environment, sharing knowledge and supporting colleagues.
- Proactively identify trends in customer issues and provide feedback to improve product usability and support processes.
Required Skills
- Minimum 2 years of experience in a technical support or customer service role.
- Proficiency with the Salesforce platform (e.g., Sales Cloud, Service Cloud, Experience Cloud).
- Strong understanding of CRM concepts and business processes.
- Excellent problem-solving and analytical skills.
- Exceptional verbal and written communication abilities.
- Ability to work independently and manage multiple priorities in a remote work environment.
- Experience with case management systems and remote diagnostic tools.
Preferred Qualifications
- Salesforce Administrator Certification (ADM 201) or higher.
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Familiarity with Apex, Visualforce, Lightning Web Components, or other Salesforce development tools.
- Experience with APIs, integrations, and data migration.
- Knowledge of ITIL best practices for service management.
- Prior experience working in a global support team.
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off, including sick leave, vacation, and company holidays.
- Flexible remote work environment.
- Employee Stock Purchase Plan (ESPP).
- 401(k) retirement plan with company match.
- Parental leave and family support programs.
- Extensive professional development and training opportunities, including Salesforce certification reimbursement.
- Wellness programs and employee assistance initiatives.
- Volunteer time off and matching gift programs through our Pledge 1% model.
How to Apply
Eager to make an impact as a Salesforce Remote Support professional? We encourage all qualified candidates to click on the application link below. Please prepare your updated resume and a cover letter detailing your relevant experience and why you are passionate about customer success and the Salesforce ecosystem. We look forward to reviewing your application!