Support Analyst
First impressions matter. TaskRay is on a mission to ensure businesses get off to a great start with a flawless customer onboarding experience. TaskRay is the leader in customer onboarding in the Salesforce ecosystem. We help companies manage their onboarding and implementation processes, drive greater efficiencies, and create unmatched customer experiences – all within Salesforce.
The Support Analyst role is critical to the overall success of TaskRay, its customers and business partners. The successful candidate will be able to understand the customer's Salesforce configuration and be able to communicate how to best leverage our products with Salesforce applications and services to address specific business needs.
Some stuff that we're looking for, culture-wise:
Connection. We deliver exceptional experiences. We build enduring relationships with both internally and externally by listening, anticipating needs, doing what is right, and always going above and beyond.
Craftsmanship. We are lifelong learners. We approach our work with curiosity and an open mind. We constantly look for ways to improve our products and ourselves, never settling for good enough.
Grit. We run towards challenges. If something seems unsolvable, it unleashes our persistence, our creativity, and our ability to move through uncertainty to create a solution.
Energy. We embrace joy. We love what we do and bring our best selves to work each day. We seek to share our optimism and compassion with everyone around us.
Some traits we're looking for, from you:
- Curious, quick learner, customer solution focused
- Excellent listening skills to fully understand the customer needs and concerns
- Ability to adapt to rapidly changing environment and customer requirements
- Self-directed, with strong initiative in learning and solving problems
- Willing to learn through hands on experience and experimentation
What your day to day looks like:
- Serve as an escalation point of contact for product and service issues
- Advocate our customer's priorities internally within TaskRay
- Maintain accurate account information to ensure seamless communication between internal teams regarding customer satisfaction
- Promptly respond to our customer’s needs via Zendesk tickets and chatter
- Communicate bugs to the Development team and help test new releases
- Recognize and understand new features/releases in our products and in Salesforce; communicate changes in Salesforce that create a potential need for changes in our product
- Develop and update best practice knowledge base and blog posts
- Manage and contribute content to the TaskRay support community
- Leverage your Salesforce and TaskRay expertise to support the Customer Onboarding team throughout the implementation process where technical complexity and nuances present themselves
- Partner with Account Management team to assess client needs, provide advanced troubleshooting and solutioning to ensure ongoing customer engagement
What you bring to the table:
- Experience in a software support role preferred, but not required
- SaaS/Salesforce ecosystem and product knowledge preferred, but not required
- Proactive in watching tickets enter the queue, juggle multiple priorities, prioritize, communicate via multiple channels
- Strong written and oral communication skills with proven ability to initiate and manage relationships via phone
- Ability to communicate complex technical topics with users at all levels of technical expertise
- Ability to effectively prioritize and escalate customer issues to the appropriate internal teams