Tier 2 Support Specialist

2 weeks ago

Sydney, New South Wales, Australia Odaseva Full time

About Odaseva

Odaseva is a leading provider of enterprise data security solutions for Salesforce enterprises. Our platform helps businesses protect and secure their most valuable asset - data.

Job Summary

We are seeking a highly skilled Tier 2 Support Specialist to join our Super Awesome Support team. As a Tier 2 Support Specialist, you will provide world-class service to our customers, engaging with them on inquiries, technical issues, and suggestions.

Key Responsibilities

  • Respond to support tickets and inquiries through various channels
  • Work closely with Support tier 1 and 3 to troubleshoot and resolve issues
  • Assist with QA regarding bugs and new features, consistently testing functionality of the platform
  • Manage the knowledge base to help clients find answers to frequently asked questions
  • Be passionate about making our customers happy

Requirements

  • 12+ years of experience resolving technical issues for clients in a support environment, ideally for a SaaS company
  • Background in establishing and building lasting customer relationships and/or customer support experience
  • Ability to multitask between calls, emails, and open cases to resolve issues
  • Comfortable presenting ideas internally and to client stakeholders
  • Excellent time and priority management skills
  • Salesforce experience is a plus

About Us

Odaseva's values are: Trust, Customer Centricity, Engagement, Excellence, Continuous Innovation, and Teamwork. We offer an inclusive, supportive work environment where talented people innovate and grow.

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