Job Description
Type of Hire : Contractor (06 months)
nRole Summary
nThe Copado Support team is responsible for innovating, maintaining, and providing the best
ncustomer experience and support to our users across all industries every day. Our users count
non our platform to be highly reliable, secure, and to preserve all of their customized integrations
nevery time we ship. This is a highly technical support role with opportunities for rapid
nadvancement. You will drive delivery and customer success for one of the fastest growing
napplications in the Salesforce ecosystem
n

nKey Responsibilities
n● Manage case queues in accordance to customer agreements.
n● Answer technical questions, solve technical problems, and suggest appropriate
nworkarounds related to Copado platform.
n● Understand and advocate for customer needs.
n● Resolve customer service issues and skillfully manage/troubleshoot complex customer
nservice problems.
n● Manage customers' expectations and experience in a way that results in high customer
nsatisfaction.




n● Develop and maintain technical expertise in assigned areas of product functionality and
nutilize that expertise effectively to help customers.
n● Create knowledge base materials dedicated towards operational efficiency.
n● Research, document, and escalate cases according to procedure.
n● Actively participate in job-related training and assist with the design and delivery of
nproduct and other technical training.
n● Review support cases for technical and troubleshooting accuracy.
n● Identify product and services up-sell opportunities and describe Copado solutions to
ncustomers in a way that is articulate, accurate, and persuasive.
n

nQualifications
n● 2-3 years of prior experience in Salesforce and DevOps methodologies
n● 1-3 years of prior experience in Copado
n● 1-3 years of prior experience in Customer Support or DevOps.
n● Knowledge of SaaS environments and Integrated Technologies.
n● Knowledge of developm

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