Accessibility Support Engineer

Full Job Description
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Job Category
Customer Success Group
Job Details
We believe Salesforce can be the world’s most accessible company and #1 ranked employer for people with disabilities.

Bring your skills and strengths to a place that embraces diversity. At Salesforce, we believe who you are – including everything that makes you unique – contributes to how you add value to what you do. We are committed to fostering a supportive environment that welcomes and celebrates all ideas and perspectives. We are looking for ambitious team players to join our cutting-edge support team, working to ensure we have a great support experience for our customers with disabilities! In line with our core value of Equality, Salesforce is committed to providing products and support available for everyone, including people with disabilities.

These positions are for individuals who have strong experience with digital accessibility, and are highly motivated, self-directed and have a desire to work on the #1 cloud-based platform. You must possess excellent analytical and communication skills and have the passion to deliver outstanding support. The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support.

Do you want to help make a positive impact on our customers? Our Customer Success Support teams are hiring for the following career opportunity in both our Portland and Indianapolis Hubs.

Your Impact - Responsibilities:

Resolve and skillfully manage complex product accessibility issues for people with disabilities.

Manage customers' expectations and experience in a way that results in high customer satisfaction.

Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.

Oversee and manage the prompt and complete resolution of technical challenges and business issues.

Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community.

Share best practices with team members to enhance the quality and efficiency of customer support.

Spearhead the accessibility support program, partner with product managers, designers and developers to help them create accessible products and features.

Partner with the product team to track accessibility work and priorities.

Evangelize accessible design and development, both within Salesforce and to our customers.

Minimum Qualifications:

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

Preferred Qualifications:

Experience with Salesforce and/or CRM applications.

Certified Salesforce Administrator (ADMIN201)

IAAP Web Accessibility Specialist (WAS) Certification

JAWS Certification

Previous Support experience

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)

Knowledge of both the front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back end (Java,.Net, SQL) software development

* Qualification for this job is contingent upon acceptable results from a background investigation as well as your obtaining and maintaining the specific level U.S. government background investigation required for this role. U.S. citizenship (U.S. born or naturalized) required*

This candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position.
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Posting Statement
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

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