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Role at a glance
You will
Deliver exceptional frontline technical support via phone, email or chat to Salesforce clients globally
Advise on best practices across user management, data management, reporting, and dashboards
Identify when a case needs escalation to Professional Services or the Account Executive team
Work mode
On-site
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Job description
Location: Hyderabad Department: Customer Service
Salesforce is looking for an Associate Technical Support Engineer to join our Global Voice Support team within Cloud Success. You'll be the frontline for troubleshooting, feature guidance, and best-practice advice for Salesforce customers around the world.
Responsibilities:
Deliver exceptional frontline technical support via phone, email or chat to Salesforce clients globally
Advise on best practices across user management, data management, reporting, and dashboards
Identify when a case needs escalation to Professional Services or the Account Executive team
Track and maintain all client communications and case documentation in Salesforce
Follow established support processes while proactively suggesting improvements , especially where AI or automation could reduce resolution time or repetitive effort
Work flexibly across any shift in our 24/7 support model , shift assignments may change based on business needs, and willingness to rotate is essential
Preferred Qualifications & Skills:
Bachelor's degree in Computer Science, Information Technology or a related technical field
Candidates with a French language certification or prior experience handling customer queries in French over calls are preferred
Upto 12-24 months of experience in Voice support or IT/Product Support operations or a customer handling role
Genuine passion for customer experience and customer first mindset
Fluent communication in English, both written and verbal
Action-oriented, with strong organizational, analytical, and problem-solving skills
Curiosity about AI-driven tools and workflows, with an interest in using automation to work smarter and continuously improve support delivery
Highly adaptable and a fast learner, comfortable with ambiguity and frequent change
Technical aptitude for learning Salesforce Cloud applications and solutions
Dependable, self-motivated, and able to work independently
Key skills
Preferred
Salesforce
Soft skills
Customer HandlingProblem Solving
About company
Salesforce brings companies and customers together in the number one Customer Relationship Management platform.
