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Blackthorn is looking for a Customer Support Engineer to join their team. This role involves providing top-notch technical support to customers using Salesforce configuration and technical knowledge. The ideal candidate will have experience working with SaaS products, Salesforce administration, and excellent communication skills.
Location
This is a remote job, but the candidate must be available during US Pacific or Mountain time business hours. Blackthorn can only accept applicants from specific states in the US, including AZ, CA, CO, FL, GA, IL, KY, MD, MI, MN, MO, MT, NC, NH, NJ, NY, OH, PA, SC, SD, TX, VA, WA, and WI
Employment type
- Full-time
Workweek
- 4-day workweek
Role of the Job
The Customer Support Engineer will be the primary contact for customer technical support. This role requires a high sense of urgency and ownership during customer interactions. The ideal candidate will be able to work effectively with customers to resolve their reported issues and provide excellent support.
Main Responsibilities
- Be a primary contact for customer technical support and display a high sense of urgency and ownership during customer interactions
- Use Salesforce Service Cloud to triage, collect missing information, and respond to incoming support cases.
- Work directly with customers to resolve their reported issues.
- Strong in relationship building/management with clients and internal stakeholders.
- Prioritize workload effectively with foresight and attention to detail.
- Ensure the Support team goal of “being an asset to our customers” is always met.
- Validate customer-reported bugs and create tickets in Jira.
- Assist with reporting issues and gaps found with customer-facing product documentation.
- Communicate clearly with management, customers, sales, and developers.
- Recommend product enhancements and new product opportunities to the Product team.
- Meet or exceed all customer and internal interaction metrics defined by the Director of Support.
FAQs
What are the working hours?
The candidate must be available during US Pacific or Mountain time business hours.
What is the salary range?
The salary range is $50,000 – $60,000 per year.
What benefits does the company offer?
The company offers a range of benefits, including stock options, flexible workweek, $400 office stipend, maternity/paternity leave, student loan debt assistance, and health insurance contribution.
Breakdown of Requirements
- Qualification Needed
- Experience working on SaaS products, especially on CRM or CX (Help Desk) products, is preferred.
- Salesforce experience as an Administrator or Business Analyst is preferred.
- Salesforce Admin (201) Certification is required.
- Technically proficient with an aptitude for learning new technologies quickly.
- Excellent written and oral communication skills.
- Strong organizational, presentation, and coordination skills.
- Ability to prioritize, work creatively, and perform tasks in solving problems in time-critical situations.
Required document
- CV
How to Apply
To initiate the application process, kindly submit your application below.
Submit Application
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About Blackthorn
The Company’s Mission
Blackthorn’s mission is to revolutionize the way businesses interact with enterprise apps. The goal is to make these apps as easy to use as consumer mobile apps. This mission is driven by the understanding that traditional enterprise apps can be complex, time-consuming, and costly to implement. Blackthorn’s team has worked tirelessly to develop native apps on the Salesforce AppExchange that are not only powerful but also intuitive and user-friendly. With a focus on continuous refinement and innovation, Blackthorn’s apps have set a new standard in the industry, enabling businesses to achieve significantly more functionality than their competitors.
The Impact of Blackthorn’s Work
The impact of Blackthorn’s work can be seen in the businesses that use its apps. By streamlining processes and improving efficiency, Blackthorn’s apps have enabled businesses to focus on what matters most – delivering exceptional service to their customers. The apps have also helped businesses to reduce costs and increase revenue, providing a significant return on investment. Blackthorn’s commitment to innovation and customer satisfaction has earned it a reputation as a leader in the industry, and its apps continue to be the go-to solution for businesses looking to improve their operations. With a focus on continuous improvement, Blackthorn’s apps will continue to evolve, meeting the changing needs of businesses and driving growth and success.