Cloud Tech Support Analyst
Professional Consulting Network - Portland, OR

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This is a VetAdvantage job Qualified US military veterans will be given a strong hiring preference Partially qualified veterans will receive fully paid training leading to the required certification(s) Description Our client a leading provider of cloud computing uses a global network of internal and outsourced technical support engineers to deliver worldclass multilanguage technical support to over 1 million subscribers With continued rapid growth they are searching for passionate staff to join their global services organization for the following position The Technical Support Analyst will be working with a high volume of customer support cases that require extreme attention to detail and very careful processing You will be working in collaboration with our clients product security team to protect their customers An essential part of this position is proactive customer contact and analysis to ensure company processes are working seamlessly for customer success Key Responsibilities Provide Security guidance to our Customers working in conjunction with our Security teams Provide highquality proactive support to existing Salesforcecom customers including proactively identifying issues and escalating them on behalf of the Customer Proactive reachout to our customers on known Customers issues as needed Handle a high volume of customer support requests that require careful scrutiny and a delicate touch Create knowledge base articles to improve operational efficiency help the user community Manage customer expectations and experience in a way that results in high customer satisfaction Build and enhance existing relationships by troubleshooting and contacting clients and Raise product awareness by conducting adhoc training sessions Work with customers to understand their needs and expectations and direct them to the proper solution Research document escalate cases according to documented internal processes Review support cases proactively for technical and troubleshooting accuracy Root cause analysis of customer issues to Continuously improve our Processes and our Products Minimum Requirements BABS Degree 25 years of prior experience in Customer Support Experience with CRM applications Demonstrated analysis problem solving and skills troubleshooting expertise Extreme attention to detail you will be dealing with case that require focus and good judgment Ability to effectively prioritize and escalate customer issues as required Excellent written and verbal communication skills Comfortable interacting with all levels of management Ability to multitask and perform effectively under pressure Solid understanding of Internet technologies firewalls web servers web proxy servers etc Understanding or experience with internet security concepts Understanding and experience readingwriting HTML For immediate consideration email your resume to HeinzV2Wcom CRM Cloud Support, HTML. SQL, Internet Security protocols
Dice - 17 months ago - save job - block
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