Salesforce Technical Support Specialist

hace 6 días


San Pedro Garza García, Nuevo León, México Johnson Controls A tiempo completo

About the Role

We are seeking a highly skilled Salesforce Technical Support Specialist to join our team at Johnson Controls. As a member of our Global Products CRM Business Support Team, you will play a critical role in providing exceptional support to internal users of our Salesforce Org.

Job Description

The successful candidate will be responsible for providing clear answers to questions and requests, asking troubleshooting questions to quickly identify solutions for presented problems, and collaborating with stakeholders across all business functions to analyze questions and requests. You will work primarily on inquiries related to the Salesforce Sales & Service Cloud, Community Portals, and Pardot Marketing Automation tool.

Key Responsibilities

  • Provide timely and efficient support to customers via Salesforce cases, phone, Teams, and chat.
  • Answer user queries about GPCRM functionality and provide general how-to guidance and user information.
  • Offer troubleshooting assistance for errors or issues with GPCRM, including issue identification, research, and escalation to the IT Organization when necessary.
  • Log customer contacts into the ticketing system for handling, tracking, and follow-up of customer issues and needs.
  • Participate in User Acceptance Testing and assist in identifying areas of improvement based on user questions and reported issues.

Requirements

To be successful in this role, you should possess:

  • A high energy level, self-motivation, and excellent interpersonal skills.
  • Strong presentation and communication skills, both verbal and written.
  • Analytical and problem-solving skills, with the ability to adapt to shifting priorities and balance multiple projects and tasks concurrently.
  • Proficiency in Office 365 applications (Teams, Power BI, PowerPoint, Visio, and Excel).

Education and Experience

The ideal candidate should have:

  • A Bachelor's degree completed.
  • Salesforce experience, preferably as a Business Support Agent or Key-user.
  • Fluency in English.
  • Minimum 1-2 years of experience in a similar role.

Compensation and Benefits

The estimated salary for this position is $65,000 - $85,000 per year, depending on location and experience. We offer a comprehensive benefits package, including health insurance, retirement savings plan, paid time off, and opportunities for career growth and development.



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