Junior Salesforce Administrator

Work Setup: Hybrid at the Sanctum, SM North EDSA, QC (At least twice-a-month onsite)

Equipment: Company-provided

Schedule: Night shift

We are seeking a Technical Support Specialist with a strong background in technical support and a solid working knowledge of the Salesforce backend. While a Salesforce Administration Certification is an advantage, it is not required. The primary responsibility of this role is to provide world-class technical support to SaaS customers, ensuring timely and effective issue resolution.

What does a day in the life of a Technical Support Representative II look like?

• Deliver technical support to SaaS customers through email, chat, and voice calls (Teams Meetings).
• Troubleshoot and resolve customer issues related to Salesforce and SaaS applications efficiently.
• Ensure a high level of customer satisfaction (CSAT-driven support) by addressing inquiries in a timely and professional manner.
• Escalate complex issues to the appropriate teams when necessary.
• Maintain detailed and accurate documentation of customer interactions and solutions provided.
• Collaborate with internal teams to improve support processes and enhance the overall customer experience.

Qualifications & Skills:

• Experience in a technical support role, preferably in a SaaS environment.
• Working knowledge of the Salesforce backend; familiarity with Salesforce administration is a plus.
• Salesforce Administration Certification is an advantage but not required.
• Strong problem-solving and analytical skills to diagnose and resolve technical issues.
• Excellent communication skills, both written and verbal.
• Ability to work in a fast-paced, customer-focused environment.

Work Environment:

• Hybrid role with a mix of email, chat, and voice support.
• Customer satisfaction (CSAT) is a key performance metric.
• Emphasis on timely issue resolution and delivering an exceptional support experience.

This role is an excellent opportunity for individuals looking to enhance their technical expertise while gaining hands-on experience with Salesforce in a dynamic SaaS environment.

What are the required qualifications for a Technical Support Representative II?

• 2 - 3 years Minimum number of years of experience in a similar role or TSR role in the IT or SaaS industry
• Experience with cloud-based/SAAS solution technical support (Salesforce.com / Office 365 / etc.) is an advantage.
• Excellent Oral and Written Communication skills.
• Excellent customer service skills or client-facing support skills/experience
• Excellent technical knowledge and analytical skills and can adapt to the fast-paced technical learning environment.
• Excellent probing and troubleshooting skills supporting a software product.
• Ability to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment.
• Must be highly motivated and perform well working independently and with a team.
• Must be customer-centric, self-propelled, proactive, and decisive.
• Fosters unity and teamwork.
• Outstanding training delivery of effective, interactive, engaging, web-based training (zoom, go-to-training)
• Exceptional training delivery, presentation, facilitation, and classroom management skills
• Experience in working with a professional services team and handling all aspects of training engagements.
• Capable of working successfully to deadline in independent and team-based settings
• Ability to alter delivery style ‘on the fly’ as student requirements dictate.
• Ability to pace the course accordingly based on student progress which requires the ability to be ‘tuned in’ to read signals from students and adjust as necessary.
• Preferably earned a bachelor’s degree or meet the minimum educational background (Earned Short-Course/Degree or Vocational Degree)
• Must be customer-centric, self-propelled, proactive, and decisive.

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/IgBFgg9rjpNvO7TWrRw5e