Technical Support Engineer

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Job Category
Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

At Slack, we consider Customer Experience (Slack Support) essential to our success. We have a healthy roster of high-profile companies that rely on Slack for their day-to-day communication, and we want to provide them with the best service possible. Our Customer Experience team's top priority is to make our customers successful and ensure that their experience using Slack is a pleasant and productive one. Each customer has specific needs that we aim to meet with unparalleled support. We're committed to giving you the opportunity to do the best work of your life, while helping others do the same. Come join us!

As a member of our German Support team, you will be responsible for directly supporting customers in language. While helping customers, you will have the opportunity to offer insights to product, design and engineering teams, and support new feature launches. As an owner of customer satisfaction for the individuals and teams you work with, your job is to solve problems, communicate effectively, and collaborate with internal teams to remove any barriers for the customer.

We are the voice of our customers.

What You Will Be Doing

• Provide fast, accurate and personalized communication to Slack users through various channels: email, phone and live chat.
• Solve customer issues by developing expertise in relevant product areas and by learning to troubleshoot a diverse range of customer issues.
• Identify and surface individual customer trends and process improvements by collaborating with the team.
• Reproduce and document bugs for the Engineering and Product teams to support quicker customer resolutions.
• Contribute to your ongoing learning and success of your team by participating in experimentation efforts across the team that help drive meaningful improvements to the customer experience.

• Maintain our learning resources and knowledge base to improve the accuracy of the support we provide to customers.

• You have experience in a customer facing role and maintain a keen interest in providing outstanding customer support experiences.
• You are an articulate communicator, proficient in both verbal and written English and German. You enjoy crafting clear and concise messages to customers.
• You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills.
• You are curious about technology and software and learning how our customers use our product.
• You are a standout teammate who believes that the whole is greater than the sum of all parts.
• You are empathetic and enjoy teaching customers at all levels of technical proficiency.
• You have a track record of making sound decisions in line with managing your time and prioritization of responsibilities.
• You are self-aware and are open to adapting to changing environments.

• You are resourceful, flexible and hold yourself accountable and persevere in the face of obstacles.
• You follow through on your commitments (and are honest when something is over your head)!
• You have a post-secondary degree or equivalent professional experience.

• You can work with us in our Dublin office.
• You are available to work assigned shift rotations as needed in accordance with local laws and regulations.