Salesforce Hiring For Technical support engineer(B2B) at Hyderabad / SecunderabadTelangana ,  Full Time

Job Category
Customer Success GroupJob Details
Support Engineer role is a vital customer facing role to support the maintenance and implementation of the Salesforce B2B Commerce application.It has three primary functions: troubleshooting and triage of customer issues, communicating root cause and solutions with customers and/or other support engineers, and coordinating resolution of issues with internal groups. This role requires an individual who enjoys troubleshooting, is highly technical and can explain difficult issues in a simple, easily communicable way. Regular emails, phone calls and teleconferences are a large portion of the position.

ROLE and RESPONSIBILITIES :
Respond to cases raised by B2B Commerce customers which include answering inquiries about the product, advising them to self-service resources, tackle customer application issues and isolate whether root cause is within core application or customer customization.

• Follow methodology for opening and logging tickets, responding to customers, and assessing follow up. Learn to differentiate improvement requests, support services, and product bugs.
• Communicate with customers via email, voice, and/or chat
• Resolve all cases or know where to call out.
• Document clearly in case notes so that it can be understood by others not involved with case or by customer.
• Review customer accounts and get along with Customer Success to understand Service Level Agreements.
• Seek opportunities to help grow the account. Shares knowledge with Customer Success team.
• Get along with Product Development team for resolution of escalated issues.
• Evaluate service level issues and suggests enhancements to diagnose underlying system inefficiencies.
• Provide information to customers about new releases and enhancements as well as associated risks.
• Mentor other engineers, display team leadership as well as advanced product and technical knowledge.
• Have the ability and desire to work in different shifts required to accommodate business needs. Willing to work on weekends

MINIMUM QUALIFICATIONS

• B.Tech/BS degree in a technical field preferred with a strong academic record.
• Passionate about client satisfaction and high standard of excellence for yourself
• Interest and ability to troubleshoot and solve complex technical issue issues.
• Excellent communication skills to articulate solutions both over the screen share and in e-mail.
• 3+ years professional experience in consulting, software development, or technical support
• SF Lightning and LWC experience
• SF Admin and PD1 certification
• B2B experience preferred
• Understanding of database concepts and data management (RDBMS) and SQL

AT LEAST ONE OR MORE OF THE FOLLOWING

• Salesforce certifications (especially Platform Developer / Certified Administrator or similar)
• 3+ years coding experience in Salesforce technologies including Apex, Visualforce, and SOQL
• Current knowledge of ERP, eCommerce, Customer Relationship Management (CRM, preferably Salesforce) environments.
• Prior knowledge and experience of ecommerce platforms.
• Previous experience working in support

Accommodations

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