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Customer Support Specialist

Company: Internet Creations
Location: Trenton
Posted on: May 6, 2021

Job Description:

Internet Creations is growing! 2020 has witnessed so many challenges for the business world and few departments have been as front-line as Customer Service. Our CS team has outdone themselves this year- solving tough problems, listening to the needs behind the needs, and most crucially, helping our customers get the most out of our suite of apps, so they, in turn, can go out and do the most for their own customers. Our vision, "to empower the world to provide the perfect service experience, every time" would be impossible without our Customer Service team. As a 6x New Jersey Best Place To Work award winner and an incredible 9 years on Inc. 5000's Fastest Growing Companies in America list, we are proud to not only be known for great service and apps, but for doing the right thing by our team. Let's talk about you:Yeah, you! You probably clicked one of the hyperlinks above because you're just a naturally curious person who loves having the full story. You understand that in the search for the best answers and solutions, questioning what you don't understand is key to getting the big picture. That desire to dig into the facts is coupled with a genuine desire to help, and to be of service. You love that rush of receiving a heartfelt letter of appreciation from a customer or a friend. You are motivated by the multi-way win: customer-you-company-world. (Maybe deep down you even suspect that through great service, we can make the world a better place- modeling kindness, empathy, and honoring commitments.)There is a stick withitness about you. Your morning queue represents your mountain to climb for the day- victory waiting at the top. Lastly- you're interested in learning the ins and outs of App Development, Product Management, and Salesforce. You're not here by accident- you're looking for a role that is going to put you on a path. You might have an end in mind, or you might still be open to seeing where the journey takes you- but one thing is certain: the Trailblazer Community and Salesforce ecosystem are what you call home. You're invested in your success and looking for a company that shares your values, and goals.Let's dive into the details:If you've ever wondered how different organizations use Salesforce, prepare to have your mind blown.An average day will start out with you logging into Salesforce to respond to new cases and solve ongoing challenges from our customers using our products. (You'll use our products to do it!) For this role, we are looking for someone to start their day between 10 am-12 n ET and finishing up the workday between 6 pm-8 pm ET. Over the course of the day, you will handle 10 to 15 customer cases, through email, chat, phone, and GoToMeeting, starting from initial product setup to complicated configuration. You'll spend anywhere from 15 minutes to several hours with each customer, as needed. You will frequently loop in Product Managers and Developers from the Product and R teams to squash product bugs or solve complicated Salesforce troubleshooting challenges. In a typical week, you will also spend time with your manager, receiving coaching, and mentoring against the goals you set together to help you define or realize your path. You'll spend time with your team, known internally as the Product Team, in the form of standups, lunch and learns, and ongoing training. Oh, and wait until you hear about Pancake Tuesdays...Throughout the month, you will also have time to interact with the whole company. Our monthly AllStaff meeting will give you insight on how each department is doing against their yearly goals, and what they are working on currently. Weekly and monthly meetings with our resources groups (WomenSurge and FamilyTalk), pop up social events, book clubs, and recipe exchanges via our IC Test Kitchen Chatter Group give you multiple opportunities to plug in, socialize, and engage with our whole team. Note about COVID and Return To Work: At the time of this posting, we are still all working remotely and plan on doing so through January 2021. This role will begin 100% remote and will have the same opportunities to opt-in or opt-out of in-office work as the rest of the Customer Service team when we finalize our Return To Work plans. Availability to be in office a few times a week is preferred once New Jersey reaches the appropriate health stage. Certifications, Badges, and Experience:There is no one path to success. With that in mind, we are open to multiple experience backgrounds in and outside the Salesforce partner community. Backgrounds with strong service focus (including military, military spouse, food service, and retail) are a plus! 5-star Uber driver rating? Tell us about it! While certifications are not required for this role, our ideal certification path and/or badge experience centers around Salesforce Administrator (Admin201), Platform App Builder, and Service Cloud Consultant. Please make sure to share a link to your account when applying!

Keywords: Internet Creations, Trenton , Customer Support Specialist, Other , Trenton, New Jersey

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