Tier 2 Support Specialist

Sydney · SydneyFull timemid

OtherSupport Specialist

0 views0 saves0 applied

Apply Now

Quick Summary

Overview

Since 2012 Odaseva has helped global enterprises secure and manage their most valuable asset: data. The Odaseva EnterpriseData Platform secures and manages Salesforce data, ensuring data resilience,

Technical Tools

OtherSupport Specialist

Since 2012 Odaseva has helped global enterprises secure and manage their most valuable asset: data.

The Odaseva EnterpriseData Platform secures and manages Salesforce data, ensuring data resilience, regulatory compliance, and unlocking the value of data. It’s built to solve the complex challenges of large-scale global enterprises.

We’re a fast-growing scale-up with offices in San Francisco, Paris, Sydney, London, Kuala Lumpur, Singapore, and more.

We serve a global customer base including Fortune 500 companies, government organizations, and NGOs supporting more than 100 million Salesforce users worldwide.

At Odaseva, our values, Trust, Service, Commitment, Excellence, Kaizen, and One Team, define the environment we foster for our employees to thrive and succeed.

Respond to support tickets and inquiries through phone, e-mail, and live chat
Diligently work with customers by providing regular updates to tickets and open issues
Communicate closely with Support tier 1 and 3 to troubleshoot and resolve issues
Work with our Managed Backup Services team to implement, monitor, optimize our backup plans
Assist with QA regarding bugs and new features, consistently test functionality of the platform
Assist in managing the knowledge base to help clients find answers to frequently asked questions
Be open to wearing multiple hats with a readiness to support all members of the Odaseva team
Acting as a Bridge to Expert Services:
- Transition seamlessly from reactive support to proactive architectural guidance, designing scalable data management strategies and best-practice frameworks for enterprise-level clients.
- Architectural Advisory by leading deep-dive sessions with customers to audit their current Salesforce data architecture, identifying risks and recommending optimizations for Odaseva platform based solutions.

3-5 years of experience resolving technical issues for clients in a support environment ideally for a SaaS company
Salesforce experience and certification mandatory
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

Has a strong passion to learn and develop their skill-set
Prides themselves on an exacting attention to detail
Thrives under tight deadlines
Autonomous and proactive
Work cohesively to win deals
Is an excellent communicator
Is focused with a positive outlook
Has a strong sense of humor
Leads by example
A Plus: Has Strategic Technical Vision by proven ability to move beyond "fix-it" tickets
Must be in the office 3x a week