Prodly | Software Support Specialist

Location: Remote (Home office)

Working Hours: Evening Shifts

Office base: Cyprus

Prodly solves the time-consuming process that Salesforce administrators, architects, and consultants face: managing the complex reference data that drives popular Salesforce applications like CPQ, Field Service Lightning (FSL), Advanced Approvals (AA), and Billing. 

Prodly AppOps, the company’s flagship product for reference data management (RDM), is designed by Salesforce experts for Salesforce end-users and system integration (SI) partners to enable four-click deployment of relational data between Salesforce orgs.

Prodly, a VC-backed Salesforce ISV partner, is looking for a talented, hardworking individual with great energy and initiative to join our team. As part of this dynamic team, your role as a Technical Support Representative (1st line) will serve as the front line in the company's customer support activities. 

You will be responsible for handling incoming support cases, interfacing with customers, and escalating as appropriate.

The ability to prioritize tasks with minimal guidance and communicate effectively with both external customers and partners and internally with Client Success, Sales, and Engineering.

What we offer:

• Well-developed internal support process and industry-leading tools.
• Opportunity to prove yourself as a leader, help build and oversee a world-class support organization.
• Possibility to help drive the evolution of the product.
• Exciting and challenging tasks that require a thoughtful technical approach
• Prospects for professional growth and development

 What you will accomplish:

• Manage case queues, providing timely response, and bringing cases to resolution within the SLA. The average amount of cases per month - up to 200.
• Make customers feel heard, give them a feeling of caring.
• Author knowledge articles based on case resolutions.
• Handle incoming escalations from Customer Success and Sales, escalate to Tier 2/3.
• Reports based on targeted metrics, continuous improvement of the technical support process.
• Pipe feature requests and product input from customers to the product team.

What you will bring:

• Fluent English 
• Work permit or CY/EU nationals
• Personable and loves to interface with customers, even in difficult situations.
• Ability to track multiple support cases at the same time, coordinate internal and external communication.
• Excels at debugging and creative problem-solving.
• Technical leader, hungry to learn and obsessed with customer experience.
• Step up, go above and beyond during critical incidents.
• Good written skills, clearly articulate problems and solutions.
• Understand customer use cases and complex release management flows.
• Great bonus points (but not required) - experience using Salesforce Service Cloud as the customer service application, supporting Salesforce-based applications, or other major SaaS/PaaS platforms.
• Great bonus points (but not required) - Experience using Jira or other similar issue tracking systems.

Job conditions:

• Evening shifts Mon-Fri (eg. 16:00 - 01:00 or 17:00 - 02:00 or 19:00 - 03:00). Our clients are mostly located in the USA
• Attractive monthly salary paid in line with your skills and experience
• Access to professional training 
• Friendly and professional team ready to share their best practices
• Fully remote work within Prodly’s digital setup, software, and tools. Necessary equipment is to be provided
• Unlimited paid vacation days benefit
• Medical insurance
• Home office arrangement allowances