Salesforce Hiring Associate Technical Support Engineer – Fresher / Experienced

Qualifications

• 2023 Engineering Graduate
• Upto 12 Months of Work experience
• Previous experience with Salesforce CRM, Force.com, Marketing Cloud, and its technologies is desired
• Knowledge of Internet development technologies (HTML, XML, API, SQL etc.) is required
• Expertise in Database and relational data structures is good to have
• Large scale, multi-tenant production environments
• API Programming or Software Development
• Software Design Lifecycle
• Be a dependable, motivated, self-starter, with the ability to work independently when required
• Previous experience working with scripting languages and/or APIs is a bonus
• Previous Marketing Cloud experience is a bonus
• Marketing Cloud Email Specialist Certification is a bonus but not required

Roles & Responsibilities:-

• Provide expert-level technical support via phone and web to Salesforce Marketing Cloud customers
• Manage support cases on a daily basis, including transfers from other regions
• Track and maintain all customer communications and case documentation in Service Cloud
• Respond to customer-reported issues in a timely manner, per service level agreements
• Communicate progress of resolution/status in a timely fashion, per service level agreements
• Manage escalations and expectations, for both customers and internal staff
• Collaborate with technical support teams in other Salesforce Clouds as needed
• Identify situations where professional services may be warranted
• Follow established support processes and procedures
• Identify improvements for improved customer experience
• Assist clients in optimizing their use of the application platform via workflow guidance or by identifying automation, proactive monitoring, and integration opportunities
• May require work outside of normal business hours, holidays, and some weekends as this role is an on-call position