Training and Certification Administration Senior Specialist (for individuals with disabilities)
Job Description
- Customer support or technical support experience
- Experience using and leveraging Google products (Spreadsheet, Slide, Document)
- Understanding of CRM systems and databases
- Experience using Trailhead
- Experience using Salesforce (especially Service Cloud)
- Possession of Salesforce certifications
- Responding to customer inquiries via email
- Supporting maintenance of case management systems and websites necessary for support operations
- Adding and updating customer-facing Knowledge (FAQ) and organizing other related resources
- Maintaining team process documents and keeping information up-to-date
- Supporting localization of global tools and systems, actively participating in projects (including UAT), and supporting their implementation in Japan
- Understanding inquiry trends, identifying case management issues and challenges, and proposing/implementing improvements
- 3+ years of experience in inquiry/support desk
- Ability to organize tasks and complete them accurately with meticulous attention to detail
- Communication skills to clearly convey complex matters, understand others, and listen attentively
- Ability to adhere to processes and procedures, and make quick decisions and judgments
- Ability to flexibly adapt to new methods and ideas and respond quickly in a dynamic environment
- Proficiency in Japanese reading, writing, and conversation, with the ability to accurately grasp nuances and communicate fluently
- Business-level English communication skills (equivalent to TOEIC 650 points)
Job Category
Employee Success
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 disabilities.
About the Team/Position
The Trailhead Academy provides Salesforce product training services to customers and partners, and operates the Salesforce certification program. We are currently recruiting for a Training and Certification Administration Senior Specialist to support the operational tasks of the training and certification services offered by Trailhead Academy. In this position, you will primarily handle inquiries related to certifications and training, manage frequently asked questions (FAQs) and process documents, and support operational improvements for projects and programs involving Trailhead Academy.
Inquiries include questions about applying for exams and training, issues during exams or training participation, maintaining certifications after acquisition, proof of certification accounts, and status checks. Training applications, certification information, and user account information are managed in internal systems. You may be required to check account data in the system to respond to inquiries or correct data. If you find a defect, you will escalate it to the Global team for correction. If a test-taker encounters a problem during an exam, you will connect them with the exam vendor to help resolve the issue smoothly. In the event of a problem, you will always strive to respond with the utmost effort to avoid undermining customer trust.
In this position, you will work closely with the Global team to ensure a thorough understanding of the training and certification programs offered in Japan and to provide stable services. You will collaborate with the team to accurately grasp issues on the Japan side and customer inquiry trends, and actively communicate necessary adjustments to the Global team. Furthermore, you will adhere to the security of the certification program, report any leaks or fraudulent activities to Global, and take appropriate action based on global policies.
Responsibilities/Tasks
- Responding to customer inquiries via email
- Supporting maintenance of case management systems and websites necessary for support operations
- Adding and updating customer-facing Knowledge (FAQ) and organizing other related resources
- Maintaining team process documents and keeping information up-to-date
- Supporting localization of global tools and systems, actively participating in projects (including UAT), and supporting their implementation in Japan
- Understanding inquiry trends, identifying case management issues and challenges, and proposing/implementing improvements
Required Qualifications
- 3+ years of experience in inquiry/support desk
- Ability to organize tasks and complete them accurately with meticulous attention to detail
- Communication skills to clearly convey complex matters, understand others, and listen attentively
- Ability to adhere to processes and procedures, and make quick decisions and judgments
- Ability to flexibly adapt to new methods and ideas and respond quickly in a dynamic environment
- Proficiency in Japanese reading, writing, and conversation, with the ability to accurately grasp nuances and communicate fluently
- Business-level English communication skills (equivalent to TOEIC 650 points)
Preferred Qualifications
- Customer support or technical support experience
- Experience using and leveraging Google products (Spreadsheet, Slide, Document)
- Understanding of CRM systems and databases
- Experience using Trailhead
- Experience using Salesforce (especially Service Cloud)
- Possession of Salesforce certifications
If you require reasonable accommodation during the selection process, please notify us at this email address: pwd@salesforce.com
