Role Description

You will have primary responsibility for providing front-line troubleshooting, feature explanation, and best practice guidance for Salesforce clients from around the world. The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support. A Success Engineer operates efficiently in this climate, maintains composure, exhibits professionalism, and delivers the highest levels of client satisfaction at all times. A Success Engineer operates efficiently in this climate, maintains composure, exhibits professionalism and delivers the highest levels of client satisfaction at all times.

Responsibilities

• Provide exceptional frontline technical support via phone and email to Salesforce clients
• Assist with general best practices, including: user management, data management, and reporting and dashboards
• Identify situations where professional services or account executive intervention may be warranted
• Track and maintain all client communications and case documentation in Salesforce
• Follow established support processes and procedures
• Effectively communicate with clients both in English and Mandarin, predominantly
• Available to work across any of the shifts based on business requirements. Shifts are subjective to change as well based on business needs.

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Preferred Qualifications & Skills

• Passion for Client Experience
• Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
• Excellent written and verbal communication skills. Experience in handling/conversing with international clients mandatory.
• Action oriented with strong organizational, analytical and problem solving skills
• Highly adaptable, fast learner
• Technical aptitude in support of learning Salesforce Cloud applications and solutions
• ·Dependable, motivated, self-starter, with the ability to work independently
• Experience in technical support (or other client focused environment)
• Demonstrates exceptional written and oral communication skills, fluent in English and proficient in advanced-level spoken Mandarin, with a minimum requirement of old format HSK 5 (New format HSK 7-9) certification. Recent certification at this level is mandatory, while Old format HSK 6 (new format HSK 9) certification is highly preferred.
• Optional : ADM 201 and/or ADM 211 certifications preferred,

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Leadership Qualities

• PASSION: Passionate about Customer Success
• BEGINNERS MIND: Always learning, approaches each interaction with open mind, great listener and hands-on
• URGENCY: Ability to move fast and drive business value and results
• OHANA: Embodies Aloha culture: A team player that everyone enjoys working with and has a generous heart
• TRUST: Trust the company’s core values
• ADAPTABLE: Excels in high levels of uncertainty and change

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