Customer Success Group
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.
We operate 24×7 which can involve working during one of the below shifts determined as per business need
While we have 5 days a work week, it is not necessary that the weekend is Saturday and Sunday. You may get your weekly off on any day of the week (Mon/Tue, Thu/Fri)AMER hours (Eastern Standard Time – 5.30 PM/6.30 PM IST or Pacific Standard Time – 8:30 PM/9:30 PM IST onwards depending on Daylight Savings Time)
EMEA hours – 12:00 PM/1 PM/2 PM IST onwards depending on Daylight Savings Time
APAC hours – 5.30 AM IST onwards work hours are subject to change depending on business needs.
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
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
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form .
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