Salesforce Customer Support

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This range is provided by Primary Talent Partners. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$31.71/hr - $36.71/hr

Primary Talent Partners has a new contract opening for a Customer Technical Services Analyst II with our global technology client in O Fallon, MO. This is a 12-month contract with a potential for extension.

Pay: $31.71 - $36.71/hr;

W2 contract, no PTO, no Benefits. ACA-compliant supplemental package available for enrollment.

Description:
This role within Global Customer Care, and will support Products within the Cyber and Intelligence Solutions (C&I) team, and are responsible for product management and innovative product development of products and services to address the evolving risk & cyber security needs of all of Client's various customer segments. The C&I team was established with the responsibility to safeguard all aspects of safety and security in payments and have made great strides with new products, services and standards, positively impacting all aspects of our current and future payment eco-system.

Global Customer Care is seeking a Lead Analyst to support our Client Success team by enabling scalable resources, supporting internal and cross-functional projects, optimizing internal processes, and supporting the administration and maintenance of the team's tools and systems.

In the Client Senior Representative role, you will:

• Provide first tier technical support directly to customers, and handle inquiries through CRM, emails and phone to provide customers information about our products and services
• Assist customers in solving and escalating operational issues of technical nature, based on their integrations to our Identity Services products by offering precise, detailed answers and suggest relevant troubleshooting guidance
• Write comprehensive and thorough reports to the various Engineering, Product, Client Success teams owning the products and services
• Assess issue criticality to perform effective prioritization
• Contribute to the development of new services as well as process improvement efforts and initiatives associated with optimization of resources and customer support delivery
• Serve as a subject matter expert capable of formulating solutions to customer issues through simulation and cross work stream collaboration across Identity Services products and services
• Provide guidance and mentorship to less experienced team members

• Bachelor's degree in business, communications or related field, or equivalent experience
• 3+ year(s) experience of customer support or customer success (ideally in a technical product support capacity), with experience providing guidance and mentorship to fellow team members
• Outstanding written and verbal communications
• Passion about excellent customer service
• Curiosity in technical product capability and tech-sav
• Exceptional attention to detail with strong organizational and prioritization skills
• Ability to collaborative across multiple teams.
• Strong creative and analytical thinking
• Fluency with the Microsoft Office Suite - experience with Salesforce Service Cloud, SFDC, and Tableau a plus

• Seniority level
  
  Entry level

• Employment type
  
  Contract

• Job function Other

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