JOB SUMMARY:
As a Technical Support Engineer – Salesforce, you will play a crucial role in ensuring our customers achieve their desired outcomes by providing expert technical assistance. You will troubleshoot, diagnose, and resolve technical issues related to Salesforce, and help customers optimize their use of the platform.
RESPONSIBILITIES AND DUTIES:
- Technical Support: Provide high-quality technical support to customers via phone, email, and chat, focusing on Salesforce-related issues.
- Troubleshooting: Diagnose and resolve technical problems by analyzing log files, error messages, and replication steps.
- Customer Training: Educate customers on best practices and optimal use of Salesforce features and functionalities.
- Documentation: Maintain detailed records of customer interactions, issues, and resolutions in the support ticketing system.
- Collaboration: Work closely with cross-functional teams, including development, QA, and product management, to resolve complex issues and improve product quality.
- Continuous Improvement: Identify recurring issues and work proactively to implement solutions that enhance customer satisfaction and reduce support requests.
FAQs:
1. What are the primary responsibilities of a Technical Support Engineer – Salesforce ?
A Technical Support Engineer – Salesforce is responsible for providing high-quality technical support to customers, troubleshooting and resolving Salesforce-related issues, educating customers on best practices, maintaining detailed records of customer interactions, and collaborating with cross-functional teams to improve product quality.
2. What qualifications and skills are required for this position?
- Educational Background: A Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Technical Skills: Proficiency in Salesforce administration and development (Apex, Visualforce, Lightning), and familiarity with Salesforce APIs and integration tools.
- Experience: At least 2+ years of experience in technical support, with a focus on Salesforce.
- Soft Skills: Strong analytical and problem-solving skills, excellent communication skills, and a strong commitment to customer satisfaction.
- Certifications: Salesforce Administrator or Developer certification is preferred.
3. What are the key technologies and tools used in this role?
- Salesforce Platform (Apex, Visualforce, Lightning)
- Salesforce APIs and integration tools
- Customer Relationship Management (CRM) systems
- Scripting languages and data migration tools
- Support ticketing systems (e.g., Zendesk, Jira)
4. Are there opportunities for professional development and growth?
Yes, we encourage continuous learning and professional growth. We offer support for further education, Salesforce certifications, and provide access to training resources, workshops, and conferences.