Certification Help Coordinator
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Job CategoryEmployee Success
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.
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.
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
5+ 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
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