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Success Agent (Tier 2) - CRM Support

Secunderabad, Telangana
Job Code:
  • IT
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Job Details

ResponsibilitiesRespond to customer requests that have been escalated from Tier 1 support analysts.Answer technical questions, solve technical problems, and suggest appropriate workarounds related to supported applications.Resolve customer service issues and skillfully manage 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 while also empowering and enabling the Salesforce communityResearch, 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.Define and describe technical best practices.Identify product and services up-sell opportunities and describe Salesforce solutions to customers in a way that is articulate, accurate, and persuasive.Complete assigned project responsibilities.Experience/Skills RequiredBachelor/Master Degree preferably in Computer Science2-5 years of prior experience in Customer SupportExperience with and/or CRM applications.Demonstrated analysis, problem solving and skills troubleshooting expertiseDetailed, organized and results orientedAbility to effectively prioritize and escalate customer issues as requiredExcellent written and verbal communication skillsComfortable interacting with all levels of managementAbility to multi-task and perform effectively under pressureSolid understanding of Internet technologies firewalls, web servers, web proxy servers, etc.Understanding of database concepts and data management (RDBMS) and SQLUnderstanding and experience reading/writing HTML.
Additional Degree: BE/ B.Tech (Engineering)

Experience: 2-5


Application Programming | Graphic Designing/Animation/Web Designing | Software Engineer
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