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Job Category
Customer Success
Job Details
These roles have Government requirements: Must be a Sole U.S. Citizen (Non-dual citizen with any other country) operating on U.S. Soil with ability to meet customer and government screening standards applicable to this role, including a Criminal Justice Information Services screening with fingerprint scan. Due to the citizenship requirement for this role, which supports U.S. federal, state, and/or local government customers, citizenship will be verified through two of the following REAL ID Act documents: U.S. Passport, Passport Card, REAL Driver’s License, Global Entry Card, U.S. Government CAC/PIV
The Salesforce Data 360 and Agentforce Support team is comprised of highly skilled technical engineers who have a passion for making customers successful. Our Support Engineers pride themselves in delivering an unparalleled premium customer experience that leaves customers wanting and coming back for more. While our focus is on the customer, we also have fun as a team, and continuously give back to our community through the generous Salesforce 1-1-1 model.
These roles are located in our Chicago, Indianapolis, Atlanta and Seattle offices. Candidates should live locally to the area and able to work in an office environment in a hybrid model.
Your Impact - Responsibilities: In your role as a Agentforce and Data 360 Support Engineer, you are the first point of contact for customers experiencing challenges navigating and implementing Data 360 and Agentforce products. Job responsibilities include but are not limited to:
- Developing and maintaining technical expertise in Salesforce Data 360 and Agentforce.
- Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
- Providing feature explanation and best practices.
- Managing customer expectations and the customer experience to maximize customer satisfaction.
- Actively maintaining and participating in job-related training activities.
- Demonstrating the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment.
- Multitasking and performing effectively under pressure.
- Creating and curating knowledge content.
Required Experience/Skills:
- Demonstrated skill in software customer support or software customer service in a customer-facing role
- Experience with web technologies including HTML, JavaScript, CSS, or APEX.
- Experience with Salesforce and/or CRM applications and other cloud-based technologies preferred
- API / programming experience
- Big data experience
- Experience with Database concepts, Data management (RDBMS), and SQL
- Salesforce Developer, Agentforce, Data 360 Certification is a plus
- Familiarity with Sales Cloud, Service Cloud, Data Cloud, or Agentforce technologies.
- US Citizenship to support our specific customers
- Bilingual Portuguese, French or Spanish language proficiency is a plus!
