Role Overview
We are looking for a motivated Customer Support Executive who is eager to build a career in SaaS and Salesforce. This role involves working closely with customers, product teams, and internal stakeholders to resolve issues, improve customer experience, and grow technical expertise over time. The ideal candidate should have strong logical thinking, a problem-solving mindset, and a willingness to learn and grow in Salesforce.
Roles and Responsibilities
- Handle customer queries and support tickets related to product usage, configuration, and integrations.
- Assist customers and product developers in troubleshooting issues related to Salesforce APIs, Apex, Visualforce, and related Salesforce features.
- Debug issues, identify root causes, and take ownership until full resolution is achieved.
- Manage customer expectations professionally and ensure a positive support experience.
- Work on complex or escalated customer issues with guidance from senior team members.
- Maintain strong product and technical knowledge of assigned modules or features.
- Document solutions, processes, and known issues for internal and customer reference.
- Support onboarding activities and assist in delivering product or technical training when required.
- Collaborate with cross-functional teams such as Product, Engineering, and Sales to resolve issues effectively.
- Identify opportunities to improve customer experience, reduce recurring issues, and enhance self-service support.
- Meet defined KPIs such as CSAT, response time, resolution time, and efficiency metrics.
Skills Required
- Strong written and verbal communication skills.
- Deep knowledge of Salesforce (Admin, Platform, or integrations).
- Good logical thinking and problem-solving ability.
- Basic understanding of technology concepts and willingness to learn technical systems.
- Ability to analyse issues, ask the right questions, and follow structured troubleshooting steps.
- Customer-first mindset with a focus on quality and accuracy.
- Ability to work in a fast-paced SaaS support environment.
Additional Requirements
- Willingness to build a long-term career in Salesforce and SaaS products.
- Openness to learning Salesforce configuration, automation, and platform concepts.
- Ability to work in shifts if required and manage multiple tickets efficiently.
- Comfortable working with remote teams and cross-functional stakeholders.
- Strong sense of ownership and accountability for assigned tasks and customers.
Preferred (Good to Have)
- Agentforce knowledge
- Salesforce certifications or currently pursuing Salesforce learning.
- Prior experience in SaaS support, customer success, or technical support roles (for experienced candidates).
