Role Summary
Salesforce is hiring an Associate Technical Support Engineer – Global Voice Support Team for its Customer Success center in Hyderabad, Telangana (Office-based). In this client-facing role, you will deliver 24/7/365 frontline technical support to Salesforce customers worldwide via phone, email, and chat. You will advise clients on platform best practices, utilize AI-driven automation tools to streamline case resolution, and troubleshoot user management, reporting, and dashboard configurations across Salesforce Cloud applications.
Key Responsibilities
- Frontline Technical Support: Provide high-quality voice, chat, and email support to global Salesforce enterprise customers within a 24/7/365 rotational shift framework.
- Platform Guidance & Best Practices: Assist users with user access administration, data management, custom reports, dashboards, and core Salesforce Cloud application features.
- AI-Driven Problem Solving: Leverage Salesforce Agentforce and AI automation tools to expedite issue resolution, reduce manual ticket workflows, and improve customer experience.
- Case Management & Escalation: Maintain clear case documentation in Salesforce CRM and identify complex technical scenarios requiring escalation to Professional Services or Account Executives.
- Process Improvement: Proactively identify repetitive support tasks and suggest AI/automation enhancements to continuously elevate team efficiency.
Key Qualifications
- Education: Bachelor's degree in Computer Science, Information Technology, or a related technical discipline.
- Experience: Up to 12 months (0 to 1 year) of experience in Voice Support, IT Service Desk, Product Support operations, or a customer-facing technical role.
- Communication Skills: Excellent spoken and written English communication capabilities with strong active listening and analytical problem-solving skills.
- Operational Readiness: Complete willingness to work flexible, rotating shifts in a fast-paced 24/7 client support environment.
- Nice to Have: Salesforce Certified Administrator (ADM 201) or Advanced Administrator (ADM 211) certifications, international client handling experience, or multilingual fluency.
About Salesforce
Salesforce is the global leader in AI-powered Customer Relationship Management (CRM), empowering companies of all sizes to connect with their customers in whole new ways through Agentforce, cloud applications, and intelligent workflows.