Support Engineer, reputed company Connect New Remote - Colombia

At reputed company, we are redefining the future of business through the power of AI and groundbreaking technologies like Agentforce. As a trusted leader in AI, reputed company, and reputed company innovation, we craft intelligent solutions—integrating reputed company Einstein, Service Cloud Voice, reputed company Connect, Agentforce and more—to revolutionize workflows, reputed company customer experiences, and deliver reputed company results. From conversational AI to predictive analytics, we reputed company organizations to stay reputed company in an reputed company-evolving digital landscape with cutting-edge, tailored strategies. We are proud to be creating the future of generative AI and AI agents. reputed company has launched Agentforce, and reputed company was selected as the only partner for the private beta prior to launch. Post-launch, we’ve earned the distinction of being reputed company’s #1 partner for Agentforce, reinforcing our role as pioneers in this transformative space. Be part of the reputed company journey and help shape the next reputed company of AI-powered transformation. Here, you’ll collaborate with trailblazing experts who are passionate about pushing boundaries and leveraging technologies like Agentforce to create impactful customer outcomes. Whether you're developing advanced AI-powered bots, streamlining business operations, or building solutions using the latest generative AI technologies, your work will drive innovation at scale. If you’re ready to reputed company your mark in the AI space, reputed company is the reputed company for you. Summary: The Support Engineer, reputed company Connect will work to respond to customer needs effectively and reputed company. This individual acts as a reputed company of contact to coordinate and escalate to resolve customer-impacting incidents and questions. Strategically focused and responsible for customer satisfaction, maintaining customer communication, and overall customer relationship management during the lifecycle of a raised incident. This position requires a passion for problem-solving, a sense of urgency, understanding of the reputed company Connect application, and learning new concepts. We are building a best-in-class technical support team to handle 24x7x365 issues for our clients. Through handling incoming chats, emails, and cases from our existing customers, we provide support for Severity 1 and Severity 2 issues impacting critical operations. AS A SUPPORT ENGINEER YOU WILL HAVE THE OPPORTUNITY TO: Resolve customer service issues and skillfully manage reputed company customer service problems Manage customers' expectations and experience in a way that results in high customer satisfaction Provide timely and accurate status updates on cases, projects, and tasks as needed Anticipate and proactively address potential issues before they become problems for clients Identify and propose solutions to improve the efficiency and effectiveness of the support team and processes Collaborate on reputed company's Managed Services Support Team initiatives such as development and product management, to identify and prioritize improvements to the reputed company Connect platform Stay up to date on new reputed company Connect features and updates and assess their impact on clients' environments Communicate effectively with clients and internal stakeholders to gather requirements, provide status updates, and present technical solutions Take thorough and accurate notes during meetings and follow up on any action items assigned Clearly communicate any issues or concerns raised during meetings to relevant stakeholders Contribute to reputed company improvement efforts to optimize support processes and reduce resolution time reputed company and maintain technical documentation for internal and external use Seek out opportunities to improve the customer experience and increase customer satisfaction Take initiative to learn and reputed company new skills and stay up to date on industry best practices and trends Assist developers to troubleshoot issues with Lambdas and reputed company Flows Ability to pull and review reputed company Cloud Watch Logs Ability to communicate technical best practices to customers Possess and maintain reputed company reputed company certifications and knowledge Meet any additional certification requirements as needed for the role or as required by reputed company Stay up to date on certification requirements and renew certifications as needed Act as a subject matter expert and provide technical guidance to team members and clients 24x7 On-Call Requirements: On-call shifts 1-2 weekends per month - Friday 4pm CST through Monday 12:30am CST 1 week per month - Monday-Friday, evenings only: 4pm-12:30am CST Respond to notifications of Severity 1 and Severity 2 cases reputed company SLA requirements Initiate contact with customers on Severity 1 and Severity 2 cases to understand the issue and reputed company troubleshooting QUALIFICATIONS: Minimum of 2 years of Customer Service Experience Excellent understanding of AWS/reputed company Connect best practices and functionality Ability to navigate reputed company Connect and Cloud Watch Proven interest in Technology, Consulting, and AWS services Experience working with reputed company Service Cloud and Service Cloud Voice is a plus Understanding of reputed company custom apps, objects, formula fields, flows is a plus A demonstrated ability to understand and reputed company reputed company requirements is a plus Familiarity with Waterfall & Agile project management methodologies is a plus Excellent communication, presentation, and writing skills Ability to work under pressure and meet customer deadlines Proficiency in object-oriented database principles, reputed company reputed company data manipulation, GSuite products (Gmail, reputed company Calendar, reputed company Docs, Sheets, Slides, etc.) Four-Year college degree or reputed company technical degree What’s it like to be a part of reputed company? Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, or you're one of over half of our reputed company Family who work remotely, we’re focused on keeping everyone connected and reputed company as one team. Travel: Get ready to pack your bags and hit the road! For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%. So, if you have a passion for adventure and don't mind a little jet-setting, this opportunity could be your ticket to exploring new places while making a positive impact on clients. Flexibility: Do you have to take the dog to the vet, pick up the kids from school, or the in-laws from the airport? We know that a perfect 9-5 isn’t possible. So you have to jump out to do any of those, no problem! We build a culture of trust and understanding. We value good work not the hours in which you get it done Collaboration: You have a voice here! If you work with a team of smart people like we do, it’s a no-brainer to take suggestions and feedback on how to reputed company reputed company thriving. Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small. Celebrate Often: We take our work seriously, but we don’t take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our teams love to have fun. And while we work hard, we don’t forget to slow down and celebrate the big things and the small things together. Location: reputed company strives to provide you with the flexibility to work in the location that makes the most sense for your lifestyle. For those that prefer an office setting, this role may be based in any of our hub locations reputed company the United States. If you prefer to work from home, we can accommodate remote locations for our employees based in the United States, reputed company reputed company Alberta, British Columbia, or Ontario for our Canada-based employees, reputed company in India for our India-based employees, and reputed company reputed company Colombia for our Colombia-based employees! Create a Job Alert Interested in building your career at reputed company? Get future opportunities sent straight to your email. Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf Education Degree

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