Kimberly Benini
Customer Support Engineer | Service Cloud | Salesforce
- Role
- Customer Support Engineer at Bucher Suter
- Location
- Greenville, SC, US
- LinkedIn followers
- 500 followers
About Kimberly Benini
Helping people has always been at the heart of who I am — and now, it’s the foundation of…
Experience
Customer Support Engineer
Nov 2022 — Present
Worked on the b+s Connects for Service Cloud Voice operation team to support, enhance, and deploy b+s Connects Telephony integrations across Salesforce environments- Managed daily support cases, identifying recurring issues, trends, and opportunities to improve product documentation and customer resources- Collaborated on the development of standardized support processes, including documentation frameworks, case-handling procedures, and change request workflows- Designed and delivered training materials, video walkthroughs, and enablement resources for internal teams and external customers- Created sales enablement collateral, including detailed product breakdowns for pricing sheets and packaged offerings- Defined and refined case management and professional services processes to streamline customer onboarding and customization requests- Partnered with customers to deploy and configure the b+s Telephony gadget, including Salesforce Flow customization, Omni-Flow activation, and page layout configuration- Supported testing, deployment, and validation activities to ensure successful and stable product releases- Learned Cisco Telephony systems, including Webex Contact Center (WxCC), to assist customers with Connector app integrations and call flow configurations- Contributed to AI strategy and testing initiatives, exploring integrations and capabilities to enhance service experiences- Maintained ongoing professional growth through technical training, certifications, and conference participation to stay current with evolving Salesforce and telephony innovations.
Education
SUNY New Paltz
Bachelor of Arts (BA), Theater Design and Technology
2010 — 2012
Northport
High school diploma, General Studies
2003 — 2008
Trailhead by Salesforce
Marketing, Administration
2020 — 2020
Fashion Institute of Technology
Associate of Arts and Sciences (AAS), Fashion/Apparel Design
2008 — 2010
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