We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Key Responsibilities:

Own the complete end-to-end customer support experience.
Provide prompt, detailed analysis of technical challenges and business issues.
Deliver great customer support experience to each customer case.
Solve technical issues and Integrations, with API/SSJS and Marketing cloud Functionalities
Take ownership of customer issues through to resolution - including solving, internal communication and providing mentorship on recommended standard methodologies
Build and maintain Knowledge Base Articles both for internal and external audiences.
Open and continuous collaboration with your team to increase team spirit and team efficiency.

Required Skills/Experience:

Customer-focused or previous customer-facing experience.
Ability to communicate technical concepts clearly and effectively
Ability to optimally prioritize, multi-task, and perform well under pressure
Knows how/when to escalate customer issues as required
Knowledge of Internet development technologies (HTML, Javascript, XML, API, etc.) is required.
Understanding of database concepts and SQL
Excellent written and verbal communication skills
Comfortable interacting with other groups and management - Ability to work with different internal teams (other groups managements)
Programming abilities or abilities to read code in one or more of the following languages: Java, PHP, JavaScript.
Ability to communicate technical concepts clearly and optimally
Resolve customer service issues and strategically manage sophisticated customer service problems
Proficient in Italian in addition to English

Desired Skills/Experience:

Meaningful experience working in Technical Support
Previous experience with Salesforce/marketing cloud and its technologies
Any official Marketing cloud Certification
Familiarity with Trailhead or a Trailhead Ranger status
CRM proven experience
Knowledge of multi-tenant, grid, parallel, or distributed computing architectures
Experience with SQL and API debugging
Meet the monthly goals on important metrics such as CSAT, Efficiency, Open Case Backlog etc

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.