What you’ll be doing:

• Manage case queues in accordance to customer agreements
• Answer technical questions, solve technical problems, and suggest appropriate workarounds related to Copado platform
• Understand and advocate for customer needs
• Resolve customer service issues and skillfully manage/troubleshoot complex customer service problems
• Manage customer expectations and experience in a way that results in high customer satisfaction
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers
• Create knowledge base materials dedicated towards operational efficiency
• Research, document, and escalate cases according to procedure
• Actively participate in job related training
• Assist with the design and delivery of product and other technical training
• Review support cases for technical and troubleshooting accuracy
• Identify product and services up-sell opportunities and describe Copado solutions to customers in a way that is articulate, accurate, and persuasive
• Complete assigned projects responsibilities

We are looking for someone with:

• 1-5 years of prior experience in Salesforce
• 1-5 years of prior experience in Customer Support or DevOps
• Knowledge of SaaS environments and Integrated Technologies
• Knowledge of development technologies and tools (XML, APIs, CLI, SQL, error logs, etc.)
• Specific experience and understanding of branching strategy and hosted version control vendors, Copado and Salesforce working knowledge and experience
• Familiarity with Git repositories
• A love for building relationships and have a proven track record of using your incredible problem-solving and interpersonal skills to achieve success goals
• Demonstrated analysis, problem solving, and troubleshooting expertise
• Detailed, organized, and results-oriented
• Flexible schedule: willingness to work nights and weekends as needed
• Ability to effectively prioritize and escalate customer issues as required
• Excellent written and verbal communication skills (both in English)
• Experience working with remote teams and a global client base
• Comfortable interacting with all levels of management
• Ability to multi-task and perform effectively under pressure
• Copado Admin and Developer Certifications