Tier 2 - Support Specialist

4 hours, 37 minutes ago
Senior
Customer and Technical Support
Odaseva

Odaseva

Odaseva is the leading enterprise data platform for Salesforce, offering Salesforce Data Recovery, Security, Privacy, and Agility. It solves challenges of enterprise Salesforce customers by delivering a Zero Trust approach to protecting data on a singl...

IT Services
51-200
Founded 2012
$39M raised

Description

  • Respond to customer support tickets and inquiries via phone, email, and live chat.
  • Investigate and resolve escalated technical cases in partnership with R&D, Product, and Customer Success teams.
  • Provide customers with regular updates on open tickets and issues.
  • Collaborate with Tier 1 and Tier 3 Support to troubleshoot and resolve issues.
  • Support the Managed Backup Services team in implementing, monitoring, and optimizing backup plans.
  • Assist with quality assurance for bugs and new features by testing platform functionality.
  • Maintain the knowledge base to help customers resolve frequently asked questions.
  • Provide cross-functional support to Odaseva team members as needed.

Requirements

  • 6+ years of experience resolving client technical issues in a support environment, ideally at a SaaS company.
  • Experience building lasting customer relationships and/or providing customer support.
  • Salesforce certifications.
  • Ability to manage calls, emails, and open cases simultaneously.
  • Ability to work effectively under tight deadlines.
  • Ability to work in a diverse team environment.
  • Comfort presenting ideas internally and to client stakeholders.
  • Excellent time management, prioritization, and communication skills.
  • Full professional proficiency in English.

Interested in this position?

Apply directly on the company website

Apply Now

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