Salesforce.com, Inc Support Engineer - Datorama in Burlington, Massachusetts
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Customer Success Group
Global Support is the first point of technical support for the end-users of Datorama. The Support Engineer will take ownership of all requests assigned within the Support System. The Support Engineer is required to deliver in-depth technical support and strives for a high level of resolution and quality. The Support Engineer will use all available knowledge tools and resources and the ticketing system to achieve the defined KPIs. They are required to quickly diagnose and triage issues, resolve incidents, and/or dispatch to the next resolving group according to the escalation process. They are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction.
Your Impact - Responsibilities: In your role as a Datorama Technical Support Engineer, you are the first point of contact for Datorama customers experiencing technical challenges. Job responsibilities include but are not limited to:
Assisting customers in fixing their Datorama related challenges and implementation of Datorama products by owning the complete end-to-end Datorama customer experience. Take ticket ownership and resolve customer Datorama issues through skill-fully managing complex customer Datorama problems (involves debugging, troubleshooting, and ensuring issues are fully resolved).
Demonstrating the ability to research, document, and prioritize customer issues, using internal tools and escalating to internal teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment.
Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
Providing feature explanation and Datorama standard methodologies.
Managing customer expectations and the customer experience to enhance customer satisfaction.
Actively maintaining and participating in job-related training activities.
Ability to adapt to a high-paced, high-volume environment with shifting priorities. Multitasking and performing effectively under pressure through strong time management skills
Participation in team operational activities including but not limited to; team meetings, responsiveness to various asks, meetings, team training, collaboration on tickets through Slack, etc.
Follow process and procedure guidelines in all interactions
Respond to cases within SLA, with the appropriate level of urgency
Understand and adhere to processes that will help resolve the cases efficiently
Advance issues to Product Engineering promptly when required
Create and curate Knowledge Base articles to enhance customer enablement
Meet or exceed all KPI targets
Own your deliverables, including customer commitments, training deadlines, and administrative requests.
Demonstrate case ownership and drive resolution
Work under stress solving problems real-time products
Demonstrate team spirit through positive interaction and communication
Bachelor’s Degree in Data Science or Computer Science related field(s) or 1-2 years of experience and some education
Excellent English language communication skills, written and verbal.
Understanding of Database and Data Warehousing concepts
Ability to analyze and investigate reported issues.
Understanding of Business Intelligence platforms (Qlik, Power BI, and etc...)
Demonstrated skill in Customer Support, Helpdesk, or Customer Service in a customer-facing role.
Master’s Degree in Data Science or Computer Science related field or Bachelor’s in Data Science or Computer Science related field and 2+ years of experience
Experience with Business Intelligence platforms (Qlik, Power BI, and etc...)
Experience in ERP, Reporting, and/or Analyzing
Experience with Databases and/or Data Warehouses
Experience with programming languages:
Additional Language Proficiency (Spanish and/or Portuguese) a bonus
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