MuleSoft is the leader in implementing API networks by connecting
data, devices, and applications. Our Global Customer Support team is
looking for talented individuals with a passion for researching and
understanding complex technologies to help our team drive customer
success with our products. We maintain an extremely high level of
satisfaction across our customer base, and we take great pride in our
operational efficiency as well as the solutions we provide to
customers in every industry.
As an Escalation Specialist, you will play an important role in our
overall support growth by ensuring the de-escalation of customer
issues and the ongoing happiness of our customers. As part of the
Customer Escalation Management (CEM) team within MuleSoft&#**Apply on
the website**;s Global Support organization, the Escalation
Specialist?s main task is the support account management and resolve
of high priority issues that arise within the existing escalation
framework.
This includes but is not limited to, monitoring unresolved critical
and escalated cases, working very closely with MuleSoft Escalation
Managers to help drive ownership and accountability both internally
and externally, tracking and managing numerous support cases, and
managing/maintaining accurate and thorough customer support records.
What You?ll DoComplete product, business, and messaging training.
Familiarize yourself with the MuleSoft Global Support org, customers,
and cross-functional stakeholders.
Proactively engage with the Customer Success org regarding customers
with scheduled Go-Live activities that may be at risk of delay.
Guide cases to resolution via collaboration among the Technical
Support, Engineering, and Product teams.
Maintain an open communication channel between MuleSoft and the
customer on their overall satisfaction.
Ensure important cases and issues faced by the support team are
effectively summarized and communicated with upper management and
other departments as required.
Actively participate in team and departmental meetings by providing
feedback on current day-to-day activity and recommendations for
improvement.
Join customer conference calls to facilitate the discussions and
provide escalation management during issues where more input and
project organization is needed.
Develop processes, playbooks, templates, or tools as part of
continuous internal improvement. What You?ll Need to be Successful
Bachelor?s Degree in Computer Science, Business or equivalent
field/work experience**Apply on the website** years customer or
technical support experience
Passion for solving customer issues and a champion of great customer
service
Ability to plan, organize, prioritize and independently solve problems
seeking help when necessary
Strong project management skills
Ability to multi-task
Ability to successfully handle difficult customers and/or customer
situations
Excellent communication (oral and written), interpersonal, and
organizational skills
Ability to work independently and under management?s direction
Ability to work in a cross-functional team environment
Positive attitude
Customer empathy & a sense of urgency
About MuleSoft, a Salesforce Company
Our mission is to help organizations change and innovate faster by
making it easy to connect the world?s applications, data, and
devices. Companies like Spotify, McDonald?s, and Unilever rely on
MuleSoft to stay agile, deliver faster, and make the most of their IT
investment with API-led connectivity. Hiring exceptional people who
want to build a great company together is our number one priority, and
we?re committed to providing an equal opportunity workplace where
everyone is supported and inspired to do their best work.
We work tirelessly to build this culture, and we?re proud to have
been named the #1 Top Workplace in the Bay Area and a best place to
work 6 years in a row.
About Salesforce
Salesforce, the Customer Success Platform and world&#**Apply on the
website**;s #1 CRM, empowers companies to connect with their customers
in a whole new way. The company was founded on three disruptive ideas:
a new technology model in cloud computing, a pay-as-you-go business
model, and a new integrated corporate philanthropy model. These
founding principles have taken our company to great heights, including
being named one of Forbes?s ?World?s Most Innovative Company?
six years in a row and one of Fortune?s ?**Apply on the website**
Best Companies to Work For? nine years in a row.
We are the fastest growing of the top **Apply on the website**
enterprise software companies, and this level of growth equals
incredible opportunities to grow a career at Salesforce. Together,
with our whole Ohana (Hawaiian for "family") made up of our employees,
customers, partners and communities, we are working to improve the
state of the world. and Salesforce.org are Equal Employment
Opportunity and Affirmative Action Employers.
Qualified applicants will receive consideration for employment without
regard to race, color, religion, sex, sexual orientation, gender
perception or identity, national origin, age, marital status,
protected veteran status, or disability status. Salesforce.com and
Salesforce.org does not accept unsolicited headhunter and agency
resumes. Salesforce.com and Salesforce.org will not pay any
third-party agency or company that does not have a signed agreement
with Salesforce.com
or Salesforce.org. Accommodations - If you require assistance due to a
disability applying for open positions please submit a request via
this Accommodations Request Form. JOB DETAILS
MuleSoft is the leader in implementing API networks by connecting
data, devices, and applications. Our Global Customer Support team is
looking for talented individuals with a passion for researching and
understanding complex technologies to help our team drive customer
success with our products. We maintain an extremely high level of
satisfaction across our customer base, and we take great pride in our
operational efficiency as well as the solutions we provide to
customers in every industry.
As an Escalation Specialist, you will play an important role in our
overall support growth by ensuring the de-escalation of customer
issues and the ongoing happiness of our customers. As part of the
Customer Escalation Management (CEM) team within MuleSoft&#**Apply on
the website**;s Global Support organization, the Escalation
Specialist?s main task is the support account management and resolve
of high priority issues that arise within the existing escalation
framework.
This includes but is not limited to, monitoring unresolved critical
and escalated cases, working very closely with MuleSoft Escalation
Managers to help drive ownership and accountability both internally
and externally, tracking and managing numerous support cases, and
managing/maintaining accurate and thorough customer support records.
What You?ll DoComplete product, business, and messaging training.
Familiarize yourself with the MuleSoft Global Support org, customers,
and cross-functional stakeholders.
Proactively engage with the Customer Success org regarding customers
with scheduled Go-Live activities that may be at risk of delay.
Guide cases to resolution via collaboration among the Technical
Support, Engineering, and Product teams.
Maintain an open communication channel between MuleSoft and the
customer on their overall satisfaction.
Ensure important cases and issues faced by the support team are
effectively summarized and communicated with upper management and
other departments as required.
Actively participate in team and departmental meetings by providing
feedback on current day-to-day activity and recommendations for
improvement.
Join customer conference calls to facilitate the discussions and
provide escalation management during issues where more input and
project organization is needed.
Develop processes, playbooks, templates, or tools as part of
continuous internal improvement. What You?ll Need to be Successful
Bachelor?s Degree in Computer Science, Business or equivalent
field/work experience**Apply on the website** years customer or
technical support experience
Passion for solving customer issues and a champion of great customer
service
Ability to plan, organize, prioritize and independently solve problems
seeking help when necessary
Strong project management skills
Ability to multi-task
Ability to successfully handle difficult customers and/or customer
situations
Excellent communication (oral and written), interpersonal, and
organizational skills
Ability to work independently and under management?s direction
Ability to work in a cross-functional team environment
Positive attitude
Customer empathy & a sense of urgency
About MuleSoft, a Salesforce Company
Our mission is to help organizations change and innovate faster by
making it easy to connect the world?s applications, data, and
devices. Companies like Spotify, McDonald?s, and Unilever rely on
MuleSoft to stay agile, deliver faster, and make the most of their IT
investment with API-led connectivity. Hiring exceptional people who
want to build a great company together is our number one priority, and
we?re committed to providing an equal opportunity workplace where
everyone is supported and inspired to do their best work.
We work tirelessly to build this culture, and we?re proud to have
been named the #1 Top Workplace in the Bay Area and a best place to
work 6 years in a row.
About Salesforce
Salesforce, the Customer Success Platform and world&#**Apply on the
website**;s #1 CRM, empowers companies to connect with their customers
in a whole new way. The company was founded on three disruptive ideas:
a new technology model in cloud computing, a pay-as-you-go business
model, and a new integrated corporate philanthropy model. These
founding principles have taken our company to great heights, including
being named one of Forbes?s ?World?s Most Innovative Company?
six years in a row and one of Fortune?s ?**Apply on the website**
Best Companies to Work For? nine years in a row.
We are the fastest growing of the top **Apply on the website**
enterprise software companies, and this level of growth equals
incredible opportunities to grow a career at Salesforce. Together,
with our whole Ohana (Hawaiian for "family") made up of our employees,
customers, partners and communities, we are working to improve the
state of the world. and Salesforce.org are Equal Employment
Opportunity and Affirmative Action Employers.
Qualified applicants will receive consideration for employment without
regard to race, color, religion, sex, sexual orientation, gender
perception or identity, national origin, age, marital status,
protected veteran status, or disability status. Salesforce.com and
Salesforce.org does not accept unsolicited headhunter and agency
resumes. Salesforce.com and Salesforce.org will not pay any
third-party agency or company that does not have a signed agreement
with Salesforce.com
or Salesforce.org. Accommodations - If you require assistance due to a
disability applying for open positions please submit a request via
this Accommodations Request Form.
We need : English (Good)
Type: Permanent
Payment:
Category: Others
