Tier 2 - Support Specialist (East Coast)

Job description

**About Odaseva:** Odaseva helps Salesforce enterprises protect and secure their most valuable asset - data. With the Odaseva Enterprise Data Security Platform, data-driven enterprises can secure critical Salesforce data against evolving threats, maintain operational integrity, and comply with data regulations. Global Fortune 500 companies like LVMH, Michelin, Schneider Electric, Toyota, Capgemini and non-profits trust Odaseva with their most complex data security challenges. More than 120 million Salesforce users rely on Odaseva, and we’re backed by Salesforce Ventures. Odaseva’s integrated suite of security products features Zero Trust architecture and real-time processing that not only meets but anticipates the stringent demands of global compliance. We provide businesses with the tools to prove recovery readiness, streamline precise data restoration, and leverage tools that protect the integrity and availability of critical data. It's a great time to join us! When you join Odaseva, you’ll work alongside some of the most accomplished people in the Salesforce ecosystem. **Your Role** We’re seeking a Tier 2 Support Specialist to join our Super Awesome Support team. As a Tier 2 Support Specialist, you will provide world class service to our customers. You will engage customers on inquiries, technical issues, and suggestions. You will help provide a valuable and memorable experience. You will have the opportunity to work in an exciting ecosystem. If you want to become another important member of a fast growing team of experts, this is the job for you. ### Your responsibilities will include: - Respond to support tickets and inquiries through phone, e-mail, and live chat - Handle escalated cases by working cross-functionally with but not limited to R&D, Product, CSM - 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, optimise 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 passionate about making our customers happy - Be open to wearing multiple hats with a readiness to support all members of the Odaseva team ### You will bring: - **What you will bring:** - 6+ years of experience resolving technical issues for clients in a support environment ideally for a SaaS company - 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 - Ability to thrive under tight deadlines - Ability to work in a diverse team environment - Comfortable presenting ideas internally and to client stakeholders - Excellent time and priority management skills - Excellent communication skills - Salesforce experience is required - Full professional proficiency in English