Salesforce.com, Inc Success Agent in Tokyo, Japan

Job CategoryCustomer Success Group

Job Details

Department DescriptionThe technical support team never loses sight of the importance of having fun and maintaining a work/life balance. The team nurtures a ‘start-up culture’ that keeps us focused on speed, excellence, and unrivaled “Customer Wow”, which ultimately fuels our customers’ success. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.Role DescriptionAs a Technical Support Agent, you will cooperatively liaise with others to achieve productivity standards & an unrivalled customer service. You will also communicate effectively and sensitively to Salesforce customers from across the globe and commit to support quality and excellence in customer service including confidentiality.

Success will be measured by;- Meet goals on KPIs such as Customer Satisfaction, Productivity, Update frequency, Case Age.- Develop and maintain technical expertise (e.g. monthly test, salesforce's certification) in assigned areas of product functionality.Responsibilities- Follow support process defined.- Triage issue, understand business impact, deliver workaround or/and solution to mitigate/solve technical issues.- Provide consistent and exceptional technical support via phone or/and Service Cloud.- Skillfully manage and resolve any cusotmers' complex issues by utilizing expertise effectively.- Manage customers' expectations and deliver good user experience.- Prioritize and escalate customer issues as required• Complete assigned project responsibilities.- Define and describe technical best practices.• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer communityMinimum Qualifications:- BA/BS Degree, or equivalent- Working +5 years as an engineer- TOEIC 600+ or Equivalent- Has passion or hospitality in nature to help any kind of customer's issue.- Has passion to achieve goals working with team members.- Prefer "Talking" with customers directly.- Comfortable interacting with all levels of customers - consumers, IT professionals, partners, higher management- Excellent business level Japanese writing and verbal communication skills.- Ability to communicate technical concepts clearly and effectively.- Detailed, organized and results oriented.- Ability to effectively prioritize and escalate customer issues as required.- Ability to handle and priortize multi-task and perform the tasks effectively under pressure.- Demonstrated analysis, problem solving and skills troubleshooting expertise.- Able to work overnight and weekend shifts as required.- Knowledge of browser compatibility issues.- Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.- Understanding of database concepts and data management (RDBMS) and SQL.Preferred Qualifications:- 1+ year working as Salesforce administrator or developer- Salesforce certification.- Certified Salesforce Administrator (ADM201)- Certified Salesforce Advanced Administrator (ADM301)- Certified Salesforce Developer (DEV401)- Read, develop, and debug software with Java, Visual Basic, C#, JavaScript or at least one modern object-oriented language- Web application development experience with AjaxSalesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” six years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.*LI-Y

Department DescriptionThe technical support team never loses sight of the importance of having fun and maintaining a work/life balance. The team nurtures a ‘start-up culture’ that keeps us focused on speed, excellence, and unrivaled “Customer Wow”, which ultimately fuels our customers’ success. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.Role DescriptionAs a Technical Support Agent, you will cooperatively liaise with others to achieve productivity standards & an unrivalled customer service. You will also communicate effectively and sensitively to Salesforce customers from across the globe and commit to support quality and excellence in customer service including confidentiality.

Success will be measured by;- Meet goals on KPIs such as Customer Satisfaction, Productivity, Update frequency, Case Age.- Develop and maintain technical expertise (e.g. monthly test, salesforce's certification) in assigned areas of product functionality.Responsibilities- Follow support process defined.- Triage issue, understand business impact, deliver workaround or/and solution to mitigate/solve technical issues.- Provide consistent and exceptional technical support via phone or/and Service Cloud.- Skillfully manage and resolve any cusotmers' complex issues by utilizing expertise effectively.- Manage customers' expectations and deliver good user experience.- Prioritize and escalate customer issues as required• Complete assigned project responsibilities.- Define and describe technical best practices.• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer communityMinimum Qualifications:- BA/BS Degree, or equivalent- Working +5 years as an engineer- TOEIC 600+ or Equivalent- Has passion or hospitality in nature to help any kind of customer's issue.- Has passion to achieve goals working with team members.- Prefer "Talking" with customers directly.- Comfortable interacting with all levels of customers - consumers, IT professionals, partners, higher management- Excellent business level Japanese writing and verbal communication skills.- Ability to communicate technical concepts clearly and effectively.- Detailed, organized and results oriented.- Ability to effectively prioritize and escalate customer issues as required.- Ability to handle and priortize multi-task and perform the tasks effectively under pressure.- Demonstrated analysis, problem solving and skills troubleshooting expertise.- Able to work overnight and weekend shifts as required.- Knowledge of browser compatibility issues.- Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.- Understanding of database concepts and data management (RDBMS) and SQL.Preferred Qualifications:- 1+ year working as Salesforce administrator or developer- Salesforce certification.- Certified Salesforce Administrator (ADM201)- Certified Salesforce Advanced Administrator (ADM301)- Certified Salesforce Developer (DEV401)- Read, develop, and debug software with Java, Visual Basic, C#, JavaScript or at least one modern object-oriented language- Web application development experience with AjaxSalesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” six years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.*LI-Y

Posting Statement

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Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!