Job Summary:
We are seeking a customer-focused and technically skilled individual to join our team as a Sales Support Specialist. In this role, our "customer" is our Sales team members, and you will be the first point of contact for our Sales team members experiencing technical issues with any tools in our technology ecosystem. You will provide timely and efficient support, troubleshoot problems, and escalate complex issues as necessary. This is an excellent opportunity to utilize your technical expertise, problem-solving skills, and excellent communication abilities to deliver exceptional service.
Responsibilities:
Serve as the first point of contact for Sales team members seeking technical assistance via Slack, Salesforce cases, or email.
Respond promptly to inquiries, diagnose and resolve technical issues efficiently.
Provide accurate and timely solutions, guidance, and troubleshooting assistance to Sales team members.
Escalate complex or unresolved issues to the appropriate technical support teams or senior staff for further investigation.
Document all interactions, issues, and solutions in the Salesforce case management system or Confluence.
Ensure Sales team member satisfaction by effectively managing their expectations and following up on resolved issues.
Educate Sales team members on the proper use of products or services, including providing instructions and guidance.
Collaborate with cross-functional teams to identify recurring technical issues and suggest process improvements.
Stay up-to-date with knowledge regarding Sales Tools, and new features in order to provide accurate information and support to customers.
Contribute to the development and improvement of support resources, such as FAQs and knowledge base articles.
Adhere to established service level agreements (SLAs) and key performance indicators (KPIs) related to response and resolution times.
Qualifications:
Fluent in English (both written and verbal communication)
High school diploma or equivalent; additional technical certifications or degrees are a plus.
Proven experience in a support role, preferably in a technical environment.
Strong technical aptitude and understanding of computer systems, software applications, and networking concepts.
Excellent problem-solving and troubleshooting skills, with the ability to analyze and resolve technical issues efficiently.