COMPLETE Certification Help Coordinator

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Job Category

Employee Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

As a customer service representative and member of our Certification Help team, you will be responsible for supporting the certified community on a daily basis and supporting the ongoing operations of the Salesforce.com Certification Program. You will manage incoming inquiries and assist customers with their questions related to the exams, registration and cancellation process, credential maintenance process, and all other aspects of the program. 

Responsibilities: 

* Respond to and troubleshoot customer support inquiries related to the certification program
* Triage incoming cases to the appropriate queue or resource with a focus on maintaining healthy SLAs
* Determine the trend in the incoming queries.
* Escalate the issues to the concerned teams.

Requirements:

* Excellent written and verbal English communication skills
* Highly organized with excellent attention to detail
* Ability to learn new tools and processes quickly and apply skills
* Ability to prioritize and balance multiple tasks
* Knowledge of Google Suite Products and meeting software
* 1-2 Years of support experience required

Desired Skills and Experience:

* Being part of an “international” call center or support center
* Experience with Salesforce or other Customer Relationship Management (CRM) applications
* Experience supporting training or certification programs

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.