Customer Success Analyst Triage

Job CategoryCustomer SuccessJob Details**About Salesforce**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.**Customer Success Analyst**Triage / Voice Support EngineeringMexico City**ROLE DESCRIPTION**:You will have primary responsibility for providing front-line troubleshooting, feature explanation, and best practice guidance for Salesforce customers from around the world. The Global Support organization is highly customer-focused and fast paced, operating globally to provide 24/7/365 technical support. A Support Engineer operates efficiently & effectively in this climate, maintains composure, exhibits professionalism, and delivers the highest levels of customer satisfaction via mastery of the Art of Service, at all times.**RESPONSIBILITIES**:- Assist with general best practices, including: user management, data management, and reporting and dashboards- Identify situations where professional services or account executive intervention may be warranted- Track and maintain all customer communications and case documentation in Salesforce- Follow established support processes and procedures- Effectively communicate with global customers in english.- Availability and flexibility to work across any shift based on business requirements**REQUIRED QUALIFICATIONS & SKILLS**:- Passion for outstanding customer service and satisfaction- Fluent in English and Spanish, both written and spoken (Portuguese is a must).- Bachelor’s degree or equivalent work experience- Experience will be evaluated based on skills you'll use every day of role (e.g. leadership roles, military experience, volunteer roles)- Excellent written and verbal communication skills- Experience in effectively handling and conversing with international customers- Committed with strong organizational, analytical and problem solving skills- Highly adaptable, fast learner- Dependable, motivated, self-starter, with the ability to work independently- Experience in technical support (or other client focused environment)- Preferred: ADM 201 and/or ADM 211 certification**LEADERSHIP QUALITIES**:- PASSION: Passionate about Customer Success and doing the right thing- BEGINNERS MIND: Always learning, approaches each interaction with open mind, great listener and hands-on- URGENCY: Ability to move fast and drive business value and results- OHANA: Embodies Salesforce culture: a great teammate that everyone enjoys working with and has a generous heart- TRUST: Embodies Trust as our core value- ADAPTABLE: Excels in high levels of uncertainty and change**ABOUT SALESFORCE**:Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's "World's Most Innovative Company" five years in a row and one of Fortune's "100 Best Companies to Work For" eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.AccommodationsPosting StatementSalesforce 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.