Salesforce Support Engineer

Key Responsibilities

• Experience with salesforce.com standard objects like Accounts, Opportunity, Products Opportunity Line Items, Quotes, Orders, Contacts, Leads, Campaigns, Activities, Managed packages, and Integrations
• Experience with Salesforce Administration and Configuration like Object Management, Flows, Approval Processes, User Management, Data and Application Security Management
• Experience with Visualforce, APEX programming, Force.com APIs, SOQLs, Governor Limits, Declarative Automation, Web Services, and Lightning components development (Aura and LWC)
• Experience with maintaining CRM systems including updates, Sandbox refreshes, bug fixes, enhancements, building reports, managing dashboards, updating flows, and security
• Experience integrating Salesforce with other applications (Xactly/Mulesoft/Boostup etc)
• Good understanding of Change/Incident Management (Preferably JIRA/Service Now) and monitoring daily business operations
• Experience with deployment, versioning, and DevOps tools preferably Gearset
• Identify and rectify integration issues, and offer solutions for glitches using Salesforce APIs, Apex, Visualforce, and developer tools. Assume ownership of the problem until its entirely resolved
• Generate resources for the knowledge base aimed at streamlining operations and providing guidance to users, ultimately boosting their capabilities
• Address customer service problems, particularly intricate ones, with adeptness, and navigate through them skillfully
• Handle customers expectations and interactions to cultivate a positive experience that leads to notable customer contentment
• Achieve monthly targets for key performance indicators (KPIs) like Customer Satisfaction (CSAT), Productivity, and Service Level Agreements (SLAs)

• 5+ years of work experience in Engineering, Programming, or Technical Support and API integration
• Experience working as L1/L2 support professional managing 24/7 Customer facing applications for an enterprise organization
• Technical knowledge of Salesforce.com and understanding of how to leverage the tool to meet complex process and reporting requirements
• Excellent written and verbal communication skills
• Problem Solver with technical capability and solving skills
• Demonstrated skill in Customer Support or Customer Service in a customer-facing role
• Ability to effectively prioritize and advance customer issues, as required
• Ability to multi-task and perform effectively under pressure

• Salesforce Certifications
• Clear comprehension of Salesforce Cloud products (Sales Cloud, CPQ, Certinia, etc)
• Experience working with scripting languages and Web Architecture Principles
• Prior hands-on development experience, ability to read, write and debug code
• Previous experience working in a SCRUM or agile environment is a plus