Objectives:
As a Support Professionals you will handle customer inquiries in a courteous and professional manner while providing the highest level of technical support to the different salesforce.com products. Will be called upon to utilize various databases and develop analytical skills to resolve problems accurately in the most efficient manner while maintaining an excellent customer satisfaction.
Responsibilities:
• Provide first class support within a call center environment to SFDC customers,
primarily via telephone but also using Web and Email services
• Achieve and maintain service level metrics
• Effective use of the systems and tools available to the Support Centre
• Track & document customer & problem information in call tracking database
• Contribute to overall team performance, including support and assistance of other team members
• Documenting problems, bugs and resolutions such that other clients may be able to self-diagnose their own problems in the future. (Knowledge Base / Articles etc.)
Personal Success Profile:
• Previous experience in technical support organization
• Demonstrated, strong interpersonal skills, previous customer service / technical support experience, preferably in a call center environment
• Excellent communication/problem solving skills/ troubleshooting and analysis skills
• Must be able to work in a high volume, fast paced, goal-oriented environment
• Must have strong initiative, be positive and a quick learner
• Ability to work independently and in a team environment when necessary
• Attention to detail
• Good understanding of Internet technologies
• Ability and willingness to solve problems and provide support
• Ability to manage time wisely to meet call handle time and work with targets
• Flexibility to work various shifts, if needed.
• Fluency in Dutch and English.
• Any programming experience or any XML, Java and SQL, network troubleshooting, TCP/IP, HTTP, HTTPS, FTP, DNS, SMTP and understanding of routers, firewalls, web servers, web proxy servers would be and advantage.
• Familiar with CRM industry and ASP models an advantage
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