Second Tier Support Specialist

1 week ago

Cambridge, Cambridgeshire, United Kingdom HIRING PEOPLE Full time

Job Role

As a Second Tier Support Specialist, you will work closely with customers and internal teams to provide technical support for our products built on the Salesforce platform.

Key Responsibilities:

  • Pick up support tickets escalated from 1st line support, identify the root cause, and make necessary adjustments.
  • Make adjustments to system configuration, security models, and document templates as required by our customers.
  • Work with the internal project team to develop project documentation and configuration templates.
  • Have a good understanding of concepts such as data models, security models, and workflows.
  • Have a working knowledge of ticketing systems such as Salesforce Case/Jira/Trello and key workflows/lifecycles for support tickets.
  • Provide excellent customer service and help customers work through challenges to achieve a positive outcome.
  • Be a self-starter, comfortable working outside of the box, and happy to learn any technology or tool.
  • Have hands-on experience with data analysis and/or migration work.
  • Have Salesforce experience, with a good understanding of the platform and its capabilities.
  • Have experience working with and configuring cloud services (AWS, Azure, etc).

Requirements

Commercial awareness, with the ability to understand when a request falls outside the standard support offering.

Benefits

We offer a range of benefits, including private medical insurance, life assurance, pension, volunteering days, health and wellbeing benefits, and social activities.

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