Tier 2 Technical Support Engineer - North America

Tier 2 Technical Support Engineer




NewVoiceMedia’s award-winning inside sales and contact centre technology revolutionizes the way organizations connect with their customers worldwide, enabling them to deliver a personalized and unique customer service experience and drive a more effective sales and marketing team. We are a leading Salesforce ISV partner with customers spanning six continents, NewVoiceMedia is relentlessly committed to driving innovation and continuing its rapid international expansion while helping its customer base drive transformation in their businesses. We are looking for ambitious, passionate, innovative people to join our fast-growing team and help us achieve our goals. We offer an exciting career path, excellent and ongoing career development and a highly competitive compensation package – including a range of benefits.



We are looking for a talented Tier 2 Technical Support Engineer to help us deliver an outstanding customer experience. Your primary role will be to focus on ensuring our customers are 100% happy and that their issues and faults are resolved quickly and professionally. We want an individual that is going to come in and make a difference from day one and help us achieve our goal of building the best support team possible 


  • Logging, prioritisation and escalation of support issues and requests.
  • Develop and maintain good working relationships with clients to promote high levels of customer service.
  • Resolution of 2nd line support issues and requests via telephone, remote support or onsite visits.
  • Extensive experience with Salesforce (including 3rd party managed packages, custom workflows, validation rules, field formulas etc.)
  • Knowledge of Salesforce1 (SF1) mobile application
  • Assist 3rd Line Technicians with support issues where required
  • Manage individual work streams using Salesforce
  • Be able to attend customer on premise meetings at short notice 



  • Excellent communications skills, written and verbal.
  • A positive outlook with the ability to be flexible and adaptable.
  • Good interpersonal skills and the ability to deal with users at all levels & manage their expectations
  • Able to meet time sensitive deadlines.
  • Management of multiple channels of activity / workload
  • Able to apply good judgement to diagnose the level of customer need.
  • A positive, confident and client centric approach to work.
  • An understanding of APEX code (Triggers, Classes etc.)
  • Knowledge of Developer Console
  • Good working knowledge of Browsers, Microsoft Word, Outlook and Excel.
  • Excellent written and verbal communication skills.
  • Experience with SOQL
  • Dealing with Salesforce Support directly (or via a partner)
  • Able to work collaboratively within different teams
  • Possess sound commercial judgement
  • Passionate about delivering excellence
  • Self-starting and able to self-manage



Helping others can only be achieved with the right people and the right resources. That’s why we’ve created a workplace culture that is supportive, encouraging and progressive. We think about the future as much as we think about the present. That’s why we offer our people a competitive salary and flexibility where they need it, plus: 

  • An encouraging, fast paced environment where you can learn and develop
  • On-going training
  • Opportunities to join hackathons, ‘Lunch & Learn’ sessions and training courses
  • A defined bonus scheme
  • Paid volunteer days
  • More company benefits