Business Support Specialist (Two shifts)
Support
Business Support Specialist (Two shifts)
Warszawa
Type of work
Undetermined
Experience
Mid
Employment Type
Permanent, B2B
Operating mode
Remote
Tech stack
IT Support
English
Salesforce
ITIL
Job description
Online interview
The Product Support team provide product support for products licensed from to customers, partners and consultants, ensuring that all service level agreements and customer satisfaction goals are achieved.
Support includes functional and technical analysis, guiding, testing, and debugging to resolve customer issues that are reported via the Salesforce service cloud based Support System.
Business Support Consultant, role description:
In the role you will provide excellent customer support service as 2nd line technical product support for our CPQ SaaS solution to our customers, employees, and partners.
There are two sifts:
The Night shift is between 17:00-01:00, and the day shift is between 11:00-19:00, rotating every month.
Responsibilities
- Provide exceptional technical product support for customers, partners and employees in our Salesforce service could based ticket handling system.
- Troubleshoot incidents, answer questions, and help with administrative tasks.
- Work according to our processes.
- Honor service level agreements for incidents, questions, service request and enhancement suggestions.
- Prioritize and manage workload effectively, managing several open customer tickets simultaneously.
- Establish and maintain excellent working relationship with other departments, for instance Technology, at Tacton.
- Monitor the incoming queue with un-assigned tickets and the support phone.
- Host stand-up meetings.
- Progress the personal product knowledge along with the CPQ SaaS product development.
Advantage
- High Customer service skills with exceptional communication and collaboration skills.
- Experience in Salesforce and support processes
- Experience in ITIL
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