We're Celonis, the global leader in Process Mining technology and one of the world's fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing data and intelligence at the core of business processes - and for that, we need you to join us.
The Team:
The CRM team is a collaborative, multicultural, and inclusive workforce focused on improving user productivity. Embracing agile methodologies, we're passionate about creating exceptional CRM designs and solutions, while maintaining positive team dynamics.
The Role:
We are seeking a proactive and analytical Salesforce Support Agent to join our dynamic team. In this role, you will function as a Level 1 Support Engineer, providing crucial front-line support for our internal Salesforce users. You will be responsible for managing and resolving internal support cases while consistently meeting established Service Level Agreements (SLAs).
The work you’ll do:
- Provide Level 1 support for Salesforce, including initial troubleshooting, diagnosing, and resolving internal user issues efficiently and effectively.
- Triage and prioritize support tickets based on severity and impact, ensuring timely resolution and communication.
- Contribute to user enablement by developing and maintaining comprehensive documentation, including user guides, FAQs, and knowledge base articles for common issues and solutions.
- Create and update internal documentation, such as support guides, release notes, and procedural documentation, to ensure knowledge sharing and consistent support processes.
- Collaborate with other support tiers and technical teams to escalate and resolve complex issues as needed.
- Monitor and report on support metrics and trends to identify areas for improvement and proactively address potential issues.
The qualifications you need:
- Minimum 2+ years of experience working with Salesforce, including hands-on administration and support.
- Salesforce Administrator Certification is required.
- Demonstrated interest in pursuing a long-term career path within the Salesforce ecosystem.
- Strong customer service mindset with empathy and professionalism when interacting with internal users, prioritizing prompt and effective support delivery.
- Proven ability to troubleshoot user issues, analyze trends, identify root causes, and implement effective solutions.
- Excellent problem-solving skills with the capacity to translate user issues into clear and actionable feedback for development teams.
- Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
What Celonis Can Offer You:
- Pioneer Innovation: Work with the leading, award-winning process mining technology, shaping the future of business.
- Accelerate Your Growth: Benefit from clear career paths, internal mobility, a dedicated learning program, and mentorship opportunities.
- Receive Exceptional Benefits: Including generous PTO, hybrid working options, company equity (RSUs), comprehensive benefits, extensive parental leave, dedicated volunteer days, and much more.
- Prioritize Your Well-being: Access to resources such as gym subsidies, counseling, and well-being programs.
- Connect and Belong: Find community and support through dedicated inclusion and belonging programs.
- Make Meaningful Impact: Be part of a company driven by strong values that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future.
- Collaborate Globally: Join a dynamic, international team of talented individuals.
- Empowered Environment: Contribute your ideas in an open culture with autonomous teams.
About Us:
Celonis makes processes work for people, companies and the planet. The Celonis Process Intelligence Platform uses industry-leading process mining and AI technology and augments it with business context to give customers a living digital twin of their business operation. It’s system-agnostic and without bias, and provides everyone with a common language for understanding and improving businesses. Celonis enables its customers to continuously realize significant value across the top, bottom, and green line. Celonis is headquartered in Munich, Germany, and New York City, USA, with more than 20 offices worldwide.
Get familiar with the Celonis Process Intelligence Platform by watching this video.
Celonis Inclusion Statement:
At Celonis, we believe our people make us who we are and that “The Best Team Wins”. We know that the best teams are made up of people who bring different perspectives to the table. And when everyone feels included, able to speak up and knows their voice is heard - that's when creativity and innovation happen.
Your Privacy:
Any information you submit to Celonis as part of your application will be processed in accordance with Celonis’ Accessibility and Candidate Notices
By submitting this application, you confirm that you agree to the storing and processing of your personal data by Celonis as described in our Privacy Notice for the Application and Hiring Process.
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