Technical Support Engineer - Accessibility specialist
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
Your Impact - Responsibilities:
Resolve and strategically manage sophisticated product accessibility issues for people with disabilities.
Manage customers' expectations and experience in a way that results in high customer happiness.
Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
Oversee and manage the timely and complete resolution of technical challenges and business issues.
Build knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community.
Share best practices with team members to improve the quality and efficiency of customer support.
Partner with the product team to supervise accessibility work and priorities.
Evangelize accessible design and development, both within Salesforce and to our customers.
Strong familiarity with assistive technology, including screen readers
Demonstrated analysis, problem solving and troubleshooting expertise
Excellent communicator with high empathy skills
Familiarity with web development, including industry accessibility standards such as WCAG 2.0/2.1 and ARIA.
Ability to effectively prioritize and escalate customer issues as required
Ability to multi-task and perform effectively under pressure
Knowledge of Object-Oriented design and core programming concepts
Experience with Salesforce and/or CRM applications.
Certified Salesforce Administrator (ADMIN201)
IAAP Web Accessibility Specialist (WAS) Certification
Previous Customer Support experience or experience working directly with customers
Understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
Knowledge of database concepts and data management (RDBMS) and SQL
Knowledge of XML, preferably experience using server-to-server web services (SOAP)
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