Salesforce Careers – Customer Escalation Specialist Date Posted 15th March 2021


Salesforce Careers – Customer Escalation Specialist. If you find this requirement suitable, Apply online from given below link.

Role: Customer Escalation Specialist

Company Name: Salesforce

Job Position: Customer Escalation Specialist

Job Location:

  • US Remote
  • Georgia – Atlanta
  • Washington – Seattle
  • Virginia – Reston

Date of Joining: Immediate Joiners

Job Description:

  • MuleSoft is the leader in implementing API networks by connecting data, devices, and applications. Our Global Customer Support team is looking for talented individuals with a passion for researching and understanding complex technologies to help our team drive customer success with our products. We maintain an extremely high level of satisfaction across our customer base, and we take great pride in our operational efficiency as well as the solutions we provide to customers in every industry.
  • As an Escalation Specialist, you will play an important role in our overall support growth by ensuring the de-escalation of customer issues and the ongoing happiness of our customers. As part of the Customer Escalation Management (CEM) team within MuleSoft’s Global Support organization, the Escalation Specialist’s main task is the support account management and resolve of high priority issues that arise within the existing escalation framework. This includes but is not limited to, monitoring unresolved critical and escalated cases, working very closely with MuleSoft Escalation Managers to help drive ownership and accountability both internally and externally, tracking and managing numerous support cases, and managing/maintaining accurate and thorough customer support records.


  • Complete product, business, and messaging training.
  • Familiarize yourself with the MuleSoft Global Support org, customers, and cross-functional stakeholders.
  • Proactively engage with the Customer Success org regarding customers with scheduled Go-Live activities that may be at risk of delay.
  • Guide cases to resolution via collaboration among the Technical Support, Engineering, and Product teams.
  • Maintain an open communication channel between MuleSoft and the customer on their overall satisfaction.
  • Ensure important cases and issues faced by the support team are effectively summarized and communicated with upper management and other departments as required.
  • Actively participate in team and departmental meetings by providing feedback on current day-to-day activity and recommendations for improvement.
  • Join customer conference calls to facilitate the discussions and provide escalation management during issues where more input and project organization is needed.
  • Develop processes, playbooks, templates, or tools as part of continuous internal improvement.

Eligibility Criteria:

  • Bachelor’s Degree in Computer Science, Business or equivalent field/work experience

Skills Required:

  • Bachelor’s Degree in Computer Science, Business or equivalent field/work experience
  • 1-2 years customer or technical support experience
  • Passion for solving customer issues and a champion of great customer service
  • Ability to plan, organize, prioritize and independently solve problems seeking help when necessary
  • Strong project management skills
  • Ability to multitask
  • Ability to successfully handle difficult customers and/or customer situations
  • Excellent communication (oral and written), interpersonal, and organizational skills
  • Ability to work independently and under management’s direction
  • Ability to work in a cross-functional team environment
  • Positive attitude
  • Customer empathy & a sense of urgency
Pay Details:
  • Not Mentioned
Apply Here: Click Here



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