Job Description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job Category Customer SuccessJob DetailsAbout SalesforceWere Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - youve come to the right place.We are looking for ambitious team players to join our cutting-edge support team! These positions are for individuals who are highly motivated, self-directed and have a desire to work on the #1 cloud-based platform. Learning opportunities are limitless. Support Engineer profile is one of the best opportunities to master Salesforce Platform and achieve your career goals. You must possess excellent analytical and communication skills and have the passion to deliver outstanding support. The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support.Your Impact - Responsibilities: In your role as a Support Engineer, you are the first point of contact for customers experiencing technical challenges. While our focus is on the customer, we also have fun as a team, and continuously give back to our community through the generous Salesforce 1-\xc2\xad1-\xc2\xad1 model. Job responsibilities include but are not limited to:Own the complete end-to-end customer experience.Oversee and manage the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues.Demonstrate the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment.Escalate issues to Product Engineering, when required.Manage customers\' expectations and experience in a way that results in high customer satisfaction.Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.Provide feature explanation and Sales Cloud best practices.Provide peer mentorship to team members through a Swarming framework.Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community.Minimum Qualifications:Bachelor's degree in computer science or equivalent experience2+ years work experience in engineering / programming / technical supportExcellent written and verbal communication skillsExperience with Database concepts, Data management (RDBMS), and SQLUnderstanding of Internet technologies: firewalls, web servers, proxy servers, etc.Experience with reading/writing HTML, APEX, JavaScript and CSSExperience working with and troubleshooting variety of internet browsers - Google, Safari, etc.Demonstrated skill in Customer Support or Customer Service in a customer-facing roleAbility to effectively prioritize and escalate customer issues, as requiredAbility to multi-task and perform effectively under pressurePreferred Qualifications:Experience working within the Salesforce architectureCertified Salesforce Administrator (ADMIN201), or other Salesforce certificationsClear comprehension of one or more Sales Cloud productsExperience working with scripting languages and Web Architecture PrinciplesBilingual skills a plus (ability to speak and write fluently in English and either Spanish, Portuguese, or French). Posted :Job DetailsWe are looking for an ambitious teammate to join our cutting-edge support team! This position is for individuals who are highly motivated, self-directed, and have a desire to work on the #1 cloud-based platform. Learning opportunities are limitless. Our Support Engineer profile is one of the best opportunities to master Salesforce Platform and achieve your career goals. You must possess excellent analytical and communication skills, and have the passion to deliver outstanding support. The Global Support work environment is highly client-focused and fast-paced, operating globally to provide 24/7/365 technical support.In your role as a Support Engineer, you are the first point of contact for customers experiencing technical challenges. And while our focus is always on the customer, we also have fun as a team, and continuously give back to our community through the generous Salesforce Volunteer Time Off (VTO).Shift Timings:Candidate should be comfortable working in 24*7 shifts (specifically Night shifts) and the below timings are subject to change basis the business need.(5:30AM - 2:30PM) IST OR 12:30/1:30 PM - 09:30/10:30 PM) IST OR (08:30/09:30 PM - 4:30/5:30 AM) IST OR (5.30/6.30 PM - 2:30/3:30 AM) ISTResponsibilities:The complete end-to-end customer experience;Oversee and run the resolution of critical technical issues, ensuring prompt and complete problem-solving to technical challenges and business issues;Demonstrate the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment;Raise issues to Product Engineering, when required;Exceed customers\' expectations and experience in a way that results in high customer satisfaction;Develop and maintain technical expertise in assigned areas of product functionality, and utilize that expertise effectively to help customers;Provide feature explanation and Sales Cloud standard methodologies;Provide peer mentorship to team members through a Swarming framework; and,Create knowledge base materials dedicated towards operational efficiency, while also empowering and enabling the greater support community.Minimum Qualifications:Bachelor's degree in Computer Science or equivalent experience;2+ years work experience in Engineering, Programming, or Technical Support;Certified Salesforce Administrator (ADMIN201)Excellent written and verbal communication skills;Experience with formula functions within Microsoft Excel or Google SheetsExperience working with and solving problems in a variety of internet browsers, i.e. Google, Safari, etc.Demonstrated skill in Customer Support or Customer Service in a customer-facing role;Ability to effectively prioritize and advance customer issues, as required; and,Ability to multi-task and perform effectively under pressure.Preferred Qualifications:Experience working within the Salesforce architectureOther Salesforce certifications - Salesforce Advanced Administrator, Sales Cloud Consultant, Salesforce Platform App builderExperience working with Spiff or other commission calculation softwareExperience with reading/writing HTML, APEX, JavaScript and CSS;Experience with Database concepts, Data management (RDBMS), and SQL;Understanding of internet technologies: firewalls, web servers, proxy servers, etc.;Clear comprehension of one or more Sales Cloud productsExperience working with scripting languages and Web Architecture PrinciplesBilingual skills are a plus (ability to speak and write fluently in English and either Spanish, Portuguese, or French).About Salesforce:
Salesforce is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we're delivering the next generation of social, mobile and cloud technologies that help companies revolutionise the way they sell, service, market and innovate-and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes and one of Fortune's 100 Best Companies to Work For. Our "more human, less corporate" culture is built around doing work that matters, winning as a team and celebrating success Aloha-style. Ready to find your #dreamjob?AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this .Posting StatementAt Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at and explore our company benefits at .is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. does not accept unsolicited headhunter and agency resumes. will not pay any third-party agency or company that does not have a signed agreement with .\xef\xbb\xbfSalesforce welcomes all.

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