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:
- The unique opportunity to work with industry-leading process mining technology
- Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, L&D platform, mentorships, and more)
- Great compensation and benefits packages (equity (restricted stock units), life insurance, time off, generous leave for new parents from day one, and more). For intern and working student benefits, click here.
- Physical and mental well-being support (subsidized gym membership, access to counseling, virtual events on well-being topics, and more)
- A global and growing team of Celonauts from diverse backgrounds to learn from and work with
- An open-minded culture with innovative, autonomous teams
- Business Resource Groups to help you feel connected, valued and seen (Black@Celonis, Women@Celonis, Parents@Celonis, Pride@Celonis, Resilience@Celonis, and more)
- A clear set of company values that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future
About Us:
Celonis helps some of the world’s largest and most esteemed brands make processes work for people, companies and the planet. With over 5,000 enterprise customer deployments across nearly every industry, the Celonis Process Intelligence Platform uses process mining and AI to give you a living digital twin of your business operation. It’s system-agnostic and without bias, and empowers companies to reduce waste, create value and benefit people across the top, bottom, and green lines. Since 2011, the Celonis platform has enabled its customers to identify more than $18 billion in value. 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.
Data Privacy, Equal Opportunity, and Accessibility Information
Celonis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment and equal opportunity in all aspects of employment. We will not tolerate any unlawful discrimination or harassment of any kind. We make all employment decisions without regard to race/ethnicity, color, sex, pregnancy, age, sexual orientation, gender identity or expression, transgender status, national origin, citizenship status, religion, physical or mental disability, veteran status, or any other factor protected by applicable anti-discrimination laws. As a US federal contractor, we are committed to the principles of affirmative action in accordance with applicable laws and regulations. Different makes us better.
Any information you submit to Celonis as part of your application will be processed in accordance with Celonis’ Statements on Data Privacy, Equal Opportunity and Accessibility.
Please be aware of common job offer scams, impersonators and frauds. Learn more here.
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.
