Technical Support Agent

Salesloft

235d • $50,000 - $86,000

About The Position

Salesloft is seeking a Technical Support Agent to join our fast-growing and high-performing support team. This role is pivotal to our company’s success, providing first-class support experiences to our customers. You will troubleshoot complex customer issues, identify product bugs, educate team members, and provide feedback to leadership. Responsibilities include hosting collaborative sessions, achieving support metrics, assisting with onboarding training, and creating knowledge articles. You will be part of a dedicated team passionate about ensuring customer success.

Requirements

• 3+ years in a client-facing role, preferably in Software Support.
• Superb analytical and critical thinking skills.
• Strong desire to learn and help others.
• Exceptional interpersonal skills.
• Experience with time management between competing priorities.
• Excellent verbal and written communication skills.
• Proficiency in troubleshooting web-based applications.
• Knowledge and/or experience with Salesforce is a plus.

Nice To Haves

• 2+ years of experience supporting customers through chat, email, and screen shares.
• Experience with Salesforce Cases or similar.

Responsibilities

• Troubleshoot complex customer issues.
• Identify product bugs.
• Educate and answer questions from the support team.
• Host war rooms for collaboration on tickets.
• Achieve SLA and CSAT metrics.
• Attend product meetings.
• Pre-process unassigned cases for Tier 1 agents.
• Assist with onboarding training.
• Answer questions in Slack.
• Conduct customer calls.
• Create/review knowledge articles.
• Tie bug cases to knowledge articles.
• Handle bug escalations.
• Be certified/trained in incident management.
• Assist in chat coverage when needed.

Benefits

• Competitive wages and salaries.
• Performance bonus.
• Stock options.
• Comprehensive benefits package.
• Opportunities for professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees