Product Support Representative

Job Profile Summary

CAI is seeking a Product Support Specialist to join our team for a Salesforce application rollout. The ideal candidate will provide exceptional support to our clients, ensuring a smooth transition and effective use of the Salesforce application. This role involves troubleshooting issues, providing user training, and collaborating with cross-functional teams to deliver an outstanding customer experience. This position will be a full-time, long-term contract, and onsite in Trenton, NJ.

What You’ll Do

• Provide first-line support to users experiencing issues with the new Salesforce application, resolving technical problems and answering queries via phone, email, or chat
• Diagnose and troubleshoot application issues, including data discrepancies, system errors, and integration problems
• Escalate complex issues to higher-level support or development teams as necessary
• Conduct training sessions and create user guides to help clients understand and effectively utilize Salesforce features and functionalities
• Maintain up-to-date documentation of support activities, including issue logs, resolution steps, and user feedback
• Regularly monitor the Salesforce application for performance issues and potential improvements, reporting any recurring issues
• Log and track support requests, ensuring all issues are documented and resolved in a timely manner
• Communicate effectively with users to understand their issues and provide clear and concise solutions.
• Drive positive results in Customer Experience through timely response and professional interaction
• Work closely with the Help Desk Lead and other team members to ensure high levels of user satisfaction and support quality

What You’ll Need

Required:

• Minimum of 6 months to 1 year of experience in a product support or similar role, preferably supporting Salesforce applications
• Bachelor’s degree in Information Technology, Computer Science, or a related field
• Customer technical product support experience with analyzing, resolving, and routing customer inquiries
• Intermediate knowledge of platforms, operating systems, and web authoring tools
• Strong problem-solving and analytical skills
• Excellent communication and interpersonal skills
• Proficiency in using help desk software and ticketing systems
• Ability to work independently and as part of a team
• Strong organizational and detail-oriented capabilities

Preferred:

• Familiarity with Salesforce-based applications is a plus
• Knowledge in Salesforce administration, including user management, data management, and basic customization. Knowledge of Salesforce Lightning and Apex is a plus

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Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

Job Type: Contract

Pay: $21.26 - $28.26 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Shift:

• 8 hour shift

Education:

• Associate (Required)

Experience:

• Customer support: 1 year (Required)
• Salesforce: 1 year (Required)

Ability to Commute:

• Trenton, NJ 08625 (Required)

Work Location: In person

Salary : $21 - $28