Salesforce Support Engineer, Onward

AS A SUPPORT ENGINEER YOU WILL HAVE THE OPPORTUNITY TO:

• Resolve customer service issues and skillfully manage complex customer service problems
• Manage customers expectations and experience in a way that results in high customer satisfaction
• Provide timely and accurate status updates on cases, projects, and tasks as needed
• Anticipate and proactively address potential issues before they become problems for clients
• Identify and propose solutions to improve the efficiency and effectiveness of the support team and processes
• Collaborate on NeuraFlash Onward Support Team initiatives such as development and product management, to identify and prioritize improvements to the Salesforce platform
• Stay up to date on new Salesforce features and updates and assess their impact on clients environments
• Communicate effectively with clients and internal stakeholders to gather requirements, provide status updates, and present technical solutions
• Take thorough and accurate notes during meetings and follow up on any action items assigned
• Clearly communicate any issues or concerns raised during meetings to relevant stakeholders
• Contribute to continuous improvement efforts to optimize support processes and reduce resolution time
• Develop and maintain technical documentation for internal and external use
• Seek out opportunities to improve the customer experience and increase customer satisfaction
• Take initiative to learn and develop new skills and stay up to date on industry best practices and trends
• Assist developers to troubleshoot issues such as APIs, Apex, Visualforce, and implementation of other salesforce.com
• Ability to communicate technical best practices to customers
• Possess and maintain current Salesforce certifications and knowledge
• Meet any additional certification requirements as needed for the role or as required by NeuraFlash
• Stay up to date on certification requirements and renew certifications as needed
• Act as a subject matter expert and provide technical guidance to team members and clients

On-call shifts

• 2 weekends per month - 8:30-20:30 IST
• 1 week per month - 2:30-8:00 IST

• Respond to notifications of Severity 1 and Severity 2 cases within SLA requirements
• Initiate contact with customers on Severity 1 and Severity 2 cases to understand the issue and begin troubleshooting

• Minimum of 2 years of Customer Service Experience
• Minimum 2 years of experience as a Salesforce.com Administrator OR Minimum 2 years of experience as a Salesforce Support Engineer
• Excellent understanding of Salesforce.com best practices and functionality
• Excellent understanding of the Salesforce platform, with the ability to build custom apps and objects, formula fields, flows, custom views, and other content of intermediate complexity
• Experience working with Salesforce development: Apex Code (Triggers, Controllers and Batch classes), Visualforce pages, Web Service APIs, and the Lightning Platform (Aura /LWC framework), triggers, SOQL, and SOSL is preferred
• Experience with Service Cloud Voice is preferred
• Experience with Amazon Connect and CloudWatch is a plus
• A demonstrated ability to understand and articulate complex requirements is a plus
• Proven interest in Technology, consulting, and Salesforce
• Familiarity with Waterfall Agile project management methodologies is a plus
• Excellent communication, presentation, and writing skills
• Ability to work under pressure and meet project deadlines
• Proficiency in object-oriented database principles, Microsoft Excel data manipulation, GSuite products (Gmail, Google Calendar, Google Docs, Sheets, Slides, etc.)
• Salesforce Certified Administrator is required (ADM201)
• Salesforce Service Cloud Consultant is preferred (CRT261)
• Four-Year college degree or related technical degree