Technical Support Engineer

Experience/Skills Required:

• Bachelor’s/ Master’s degree in Computer Science/ Information systems/ Information Technology.
• 2 to 6 years engineering / programming work experience.
• Visualforce and Apex code experience
• Ability to communicate technical concepts clearly and effectively.
• Solid knowledge of XML, preferably experience using server-to-server web services (SOAP)
• Some APIs also require strong AJAX web application development experience and knowledge of browser compatibility issues.
• Excellent written and verbal communication skills
• Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
• Understanding of database concepts and data management (RDBMS) and SQL

Experience/Skills Desired:

Previous experience with Salesforce.com CRM and its technologies.

Experience as a committer in an Open Source project is a plus.

Salesforce.com Certified Administrator (ADM 201 Certified)

Salesforce.com Certified Advanced Administrator (ADM211 Certified)

Salesforce.com Certified Developer (DEV 401 Certified)

Role & Responsibilities:

• Assist third-party developers to troubleshoot their integration with salesforce.com APIs, Apex, Visualforce and implementation of other salesforce.comdeveloper products. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.
• Write sample code, client libraries, and contribute to Open Source projects.
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer community
• 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.
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
• Assist with the design and delivery of product and other technical training.
• Review support cases for technical and troubleshooting accuracy.
• Define and describe technical best practices.
• Identify product and services up-sell opportunities and describe Salesforce solutions to customers in a way that is articulate, accurate, and persuasive. Complete assigned project responsibilities.
• Meet the monthly goals on KPIs such as CSAT, Productivity.You will be responsible for responding to customer requests that have been escalated from Tier 2 support analysts. The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support. A successful agent operates efficiently in this climate, maintains composure, exhibits professionalism, and delivers the highest levels of client satisfaction at all times. You will also be asked to answer technical questions, solve technical problems and suggest appropriate workarounds related to supported applications.
• As a Success Agent you will develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers. You will also be asked to create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the Salesforce community.

Working Shifts: AMER hours (Eastern Standard Time – 5.30 PM/6.30 PM IST or Pacific Standard Time – 9 PM/10 PM IST onwards depending on Day Light Savings Time)
Work hours can change depending on Business requirements