Customer Support Specialist

Role: Tier 1 Customer Support Rep

Location: Remote, US Hours

Description:

As Tier 1 Customer Support Rep, you will serve as the initial point of contact for all incoming support requests and provide world class support to our customers.

Report to: Director of Support

What will you be doing at Blackthorn?

• Serve as a knowledgeable, welcoming point by providing Tier 1 technical support for our customers using our various Salesforce native applications
• Use Salesforce Service Cloud to triage, collect missing information, provide responses on, and route incoming support cases
• Adhere to escalation procedures to involve Customer Support Managers and other teams as required
• Prioritize your own workload effectively with foresight and attention to detail
• Assist Customer Support Managers to validate reported bugs and create tickets in GitHub or Jira as requested
• Meet or exceed all customer and internal interaction metrics defined by the Director of Support

Who are we looking for?

• 2+ years of experience with customer technical support
• Salesforce experience as an end user or administrator is preferred, but not required
• Salesforce Admin (201) Certification completed by the end of year 1 in role
• Technically proficient with an aptitude for learning new technologies quickly
• Prioritizes and plans in a productive manner
• Enjoys interacting with customers and speaking to large groups
• Excellent problem solving and analytical skills
• Outstanding oral and written communication skills
• Ability to prioritize tasks and carry out responsibilities with minimal direction in a remote environment

What We Offer

• An incredible team of smart and supportive people
• A chance to learn and get hands-on experience with some of the most challenging aspects of Salesforce and other technologies (not everything we’re building is on Salesforce)
• A deep feeling of satisfaction and completion. Unlike a traditional services company, our implementations help further the roadmaps of our products, working as a total team (product/implementation/support/marketing). Our goal as a company is to make customers successful.
• Work from home

Benefits: 401k (US), Healthcare (US), Maternity/Paternity Leave, Annual Company Trip, Stock options