Support Account Specialist

Support Account Specialist
Location(s):
San Francisco, CA - HQ
San Mateo, CA
Toronto, Canada
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Description: Salesforce.com is the enterprise cloud computing company. Our portfolio of Software-as-a-Service (SaaS) applications, including our award-winning customer relationship management (CRM), has revolutionized the ways that customers manage and share business information over the Internet. Salesforce.com has evolved from a startup founded by four people in a cramped San Francisco apartment ten years ago to a company described by Barron’s as “the fastest growing business software company in the world.” With more than 3,800 employees, over $1.3B in annual revenues, and over 68,000 customers worldwide, we are proud to contribute to the success of companies of all sizes, in all industries, around the globe. According to Gartner, 25% of all software will be deployed via the cloud computing model by 2011. No matter how you slice it, the future of software is cloud computing. Consider joining the cloud computing leader, Salesforce.com, and be part of the team that is creating this future.

Premier Support Analysts will be responsible for solving cases by providing consultative, expert knowledge support to Premier customers, which includes conversations with customers to troubleshoot and understand the issue, research and discovery to solve the issue, and escalations to appropriate channels for further investigations and closure. Product knowledge training and weekend OnCall are additional areas of responsibilities.

Responsibilities:
Provide prompt and complete resolution to technical challenges and business issues.
Serve as a Subject Matter Expert (SME), in related functional and technical areas
Share best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base
Provide timely account status reporting both to customers and management.


Required Skills/Experience:
BA/BS Degree (or equivalent) in Computer Science, Information Systems (or equivalent)
Experience level varies based on role, but should have background in a customer or account management position in the CRM or related industry
Excellent written and verbal communication skills
Analysis, troubleshooting, and problem solving expertise
Ability to effectively prioritize and escalate customer issues
Detailed, organized, and results oriented
Ability to multi-task and perform effectively under pressure
Solid understanding of Internet technologies, routers, firewalls, web servers, web proxy servers
Understanding of database concepts and data management (RDBMS)
Experience with XML, Java and SQL
Knowledge and experience working with LAN/WAN infrastructure technologies, Web Hosting, LAN/WAN, T1
Ability to read, develop, troubleshoot and debug software in Visual Basic and Java


Desired Skills:
Familiarity with development environments including Visual Studio, Jbuilder, and AJAX
Experience with TCP/IP, HTTP, HTTPS, FTP, DNS, SMTP
Experience using network troubleshooting tools such as ping, traceroute and nslookup
For some roles, fluency in English and one or more of the following languages; French, Spanish, German, Italian, Japanese, Chinese, Portuguese

Maiores informações: https://www.salesforce.com/company/careers/locations/a0800000000Ab42AAC/a017000000KJNsQ.jsp