Technical Support Operations Assistant - Tableau [Hiring for Persons with Disabilities]

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

*This position is for individuals with a disability certificate.*

Technical Support Operations Assistant supports the initial verification and follow-up of issues reported by customers. Key responsibilities include reviewing and responding to customer emails and other feedback, and providing data to the support team. They will also be responsible for scheduling calls with customers and handling administrative tasks related to the support team.

Main Job Responsibilities

• Verify customer information and contract details for newly registered inquiries (cases) and update necessary information.
• Liaise and transfer inquiries (cases) to appropriate internal teams based on their content.
• Follow up with customers via email or phone regarding inquiries (cases), including adjusting appropriate priority levels based on contracted support programs and policies, and verifying contract information.
• Place attached files provided by customers via file transfer sites into respective inquiries (cases).
• Follow up on customer inquiries regarding general technical support services (e.g., case registration methods, service levels, attachment submission methods, case status).
• Monitor inquiry (case) queues and assist in assigning cases to engineers based on priority levels.
• Hand over inquiries related to 24/7 contracts such as Premier and Signature Success Plans to EMEA or US teams as needed (handover within Japan business hours).
• Handle other general administrative tasks associated with the support team.

Other Job Responsibilities

• Recruitment Activities: Salesforce hires 'people who build the company.' Employees are expected to continuously find excellent talent and contribute to recruitment to continue building one of the world's best companies.
• Other assigned duties.

Knowledge/Skill Requirements

• Proficiency in Microsoft Word/Excel/PowerPoint.
• Ability to perform basic setup, operation, and use of business PCs (Windows or Mac).
• Basic knowledge of IT terms (e.g., OS, hardware, software, cloud, upgrade, performance, authentication, MFA, BI, database).
• Excellent verbal and written communication skills.
• English proficiency: Over 1 year of business communication experience using English in speaking and email (business basic level, TOEIC score目安：650-700 equivalent).
• Native-level Japanese proficiency (if not native, JLPT N1 required).
• Experience using CRM products such as Salesforce is a plus.
• Experience using messaging tools like Slack is a plus.
• Problem-solving skills.
• Highly creative and intellectually curious.
• Ability to handle a large volume of work and process details accurately and timely under pressure.
• Attention to detail, values teamwork, and can collaborate with team members while building trust.
• Multitasking ability and ability to handle frequent interruptions.
• [Preferable]
• Salesforce usage experience (for support inquiry management).
• Business chat tool usage experience like Slack.
• Customer service or call center experience with Japanese customer support.
• OA skills.

Working Conditions

• Work will be performed at our office or remotely.
• Must be able to exchange information via phone and computer. Must be able to perform duties during core working hours and may be required to work different hours or additional hours.

If you require reasonable accommodation for the selection process, please notify us at this email address: pwd@salesforce.com

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.