Technical Support Representative II (Salesforce)

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
• Employee referral program

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:

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.