Classy is looking for an integral addition to our tight-knit but growing Customer Support team. The Technical Support Engineer 1 (Salesforce) will become a resident product expert, specializing in the Classy for Salesforce integration. This individual will primarily be responsible for working out of an email queue answering our customers’ questions around product how to’s, and helping to troubleshoot any issues with the Salesforce integration. Must be able to communicate effectively with our customers on their support cases and be comfortable in a customer facing role.
What you’ll do:
- Primarily respond to specific customer support emails and phone calls to answer how to’s and troubleshoot any Classy for Salesforce managed package issues or questions
- Review, triage, and escalate customer-reported bugs by testing the issue in a client’s instance vs our production environment
- Create JIRA tickets with complete information for any newly reported issue, and maintain the ticket to ensure it has the latest up to date information with any newly reported customer examples
- Help identify whether a client reported issue is an issue with the managed package, or is specific to the client’s instance/configuration
- Monitor new code releases and relay relevant information around Classy for Salesforce to the Customer Support and Customer Success teams
- Ensure that we have most optimum possible experience for customers to report technical issues they encounter with Classy for Salesforce
What you bring (Required):
- 1-2 years experience in a client-facing technical role
- Bachelor’s degree or have equivalent work experience
- Has previous experience working with managed Salesforce packages or CRM or SaaS product
- Desire to deliver positive customer experiences by identifying their problems and guiding them through complex technical solutions
- Ability to professionally and diplomatically address customer concerns and provide concise feedback.
- Excellent reading comprehension, listening, and writing skills
- Must be a self-starter that is willing to self learn at times
What would be awesome to have (Preferred):
- Salesforce Admin Certification
Why you’ll love it here:
- Market competitive pay
- Rich healthcare benefits including employer paid premiums for medical/dental/vision (100% for employee only plans and 85% for employee + dependent plans) and employer HSA contributions.
- 401(k) retirement plan with company matching
- Hybrid workplace with fully remote flexibility for many roles
- Monetary support for new hire setup, hybrid work & wellbeing, family planning, and commuting expenses
- A variety of mental and wellness programs to support employees
- Generous paid parental leave and family planning stipend
- Supportive time off policies including vacation, sick/mental health days, volunteer days, company holidays, and a floating holiday
- Learning & development and recognition programs
- Gives Back Program where employees can nominate a fundraiser every week for a donation from the company.
About Classy
Classy is a B Corp Certified social enterprise that helps nonprofit organizations maximize their impact through a suite of world-class, online fundraising tools to accelerate social impact around the world. Based in San Diego, CA and trusted by organizations of all sizes, from the fastest-growing nonprofits like Team Rubicon and The Trevor Project, to some of the world's largest social organizations, such as The Salvation Army, Robin Hood Foundation, and Shriners Hospitals for Children, nonprofits use Classy’s platform to raise money, engage their communities, and advance their missions. Since 2011, Classy has powered tens of millions of donations from over 190 countries and raised over $2 billion for social good. Classy also hosts the Collaborative conference and the Classy Awards to spotlight the innovative work nonprofits are implementing around the globe. For more information, visit www.classy.org or follow Classy on Twitter @Classy.
Dedication to Diversity
Classy is working toward building a more diverse and inclusive environment that is representative of individuals of all backgrounds, experiences, and lifestyles, allowing all employees to feel comfortable being their true, authentic selves in a space that enables productivity and meaningful work.
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