Who We Are
Cloudsquare is a revolutionary Salesforce consulting and product development firm dedicated to becoming long-term partners with our clients by supporting them through their technology and business transformations.
Founded in 2018, Cloudsquare is a fully remote organization celebrating a global culture of collaboration spanning over four continents.
Our team members are proud of having the autonomy to do what’s right not only for our clients but also for each other, explaining our 5-star ratings on the Salesforce AppExchange and being continuously recognized as the best place to work.
We also build amazing Salesforce apps and have our sights set to become the #1 lending platform, by market share, on Salesforce.
Cloudsquare Core Values
• Stand Together - Our work ethic makes us a dependable firm that can be trusted to drive businesses to the next level.
Our ability to depend and rely on each other is the cornerstone of our success and joy at work.
• Embrace Change - We are an innovative team who welcomes change and is always in continuous improvement to make the impossible, possible.
Where others see problems – we find solutions!
• Keep it Real - At Cloudsquare it is important to build genuine connections with our team and clients by being honest and true to ourselves.
• Committed to Greatness - Our perseverance, go-getter attitude, and grit help us achieve the desired perfection, even in the most challenging of projects.
• Enjoy Life - The Cloudsquare way is a true work-life balance, where we are passionate about our work, yet we can put that aside and live life to the fullest with our loved ones.
Position Overview
You are passionate about your product, as well as people.
You are always willing to help someone who needs your assistance.
You are patient, and empathetic, and always use positive language to make customers feel at ease.
You are skilled in problem-solving and always find ways to resolve issues.
Even if there are delays in solving a problem, you make sure that the customers feel satisfied and remain loyal.
You will report to the Director of Product or whoever DOP nominates
Your Mission
Providing exemplary customer experience from the moment licenses are purchased.
Your Goals
•Maintain CSAT of 4.
5
•Perform a minimum of 8-10 product installation per quarter
•Maintain First Call Resolution 70%
•Maintain First Response time of one business day or less
Your Responsibilities
• Cloudsquare Product installation, and configuration
• Case Management/Tier 1 support
• Responsible for basic product/software troubleshooting
• Product evaluation and testing to ensure that the installation meets the specifications and standards of Quality Assurance
• Create and share any documentation during the onboarding phase to help users navigate through the Cloudsquare product.
• Listen and collect customer feedback about Cloudsquare’s product, and report to the leadership team.
• Put the needs and success of your customers first.
Build trust and credibility at multiple levels.
• Provide consistent and reliable customer support, address customer needs and concerns, and maintain a positive relationship with customers.
• Generate Knowledge Articles when one does not exist to answer support questions.
Your Qualifications
•Must have an active Salesforce Admin certification
• Must have a Customer-First Mindset and the ability to put themselves in the user's shoes
• 2+ years of experience working as a salesforce administrator
• Experience in the financial sector, preferably in Lending and MCA (preferred)
• Experience with Salesforce Appexchange products
• Above-average oral, written, and interpersonal skills communication skills
• An active listener, and a problem-solver
• Has bachelor's degree or equivalent
• Must be able to work in the EST time zone.
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