Success Engineer-Commerce cloud(B2B)

Success Engineer-Commerce cloud(B2B)

Salesforce
Hyderabad / Secunderabad India
3-6 years
Not Specified

Job Description


To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job Category
Customer Success GroupJob Details
The Success Engineer role is a vital customer facing role to support the maintenance and implementation of the Salesforce B2B Commerce application.It has three primary functions: troubleshooting and triage of customer issues, communicating root cause and solutions with customers and/or other support engineers, and coordinating resolution of customer issues with internal groups. This role requires an individual who enjoys troubleshooting, is highly technical and can explain difficult issues in a simple, easily communicable way. Regular emails, phone calls and teleconferences are a large portion of the position.
Shift Timings: APAC & EMEA
Work during European Time zone (12:30 PM - 09:30 PM) IST or (1:30 PM to 10:30 PM) IST - Depending on Daylight Savings Time
Work during APAC hours (5.30 AM - 2.30 PM IST) . Work hours can change depending on Business requirements
ROLE and RESPONSIBILITIES :
Respond to cases raised by B2B Commerce customers which include answering questions about the product, directing them to self-service resources, troubleshoot customer application issues and isolate whether root cause is within core application or customer customization.

  • Follow methodology for opening and logging tickets, responding to customers, and assessing follow up. Learn to differentiate enhancement requests, support services, and product bugs.

  • Communicate with customers via email, voice, and/or chat

  • Learn to identify dependencies with other third parties such as PayPal, or Avalara

  • Resolve all cases or know where to escalate.

  • Document clearly in case notes so that it can be understood by others not involved with case or by customer.

  • Review customer accounts and interact with Customer Success to understand Service Level Agreements.

  • Seek opportunities to help grow the account. Shares knowledge with Customer Success team.

  • Interact with Product Development team for resolution of escalated issues.

  • Evaluate service level issues and suggests enhancements to diagnose underlying system inefficiencies.

  • Provide information to customers about new releases and enhancements as well as associated risks.

  • Mentor other engineers, display team leadership as well as advanced product and technical knowledge.

  • Have the ability and desire to work in different shifts required to accommodate business needs. Willing to work on weekends

MINIMUM QUALIFICATIONS

  • B.Tech/BS degree in a technical field preferred with a strong academic record.

  • Passionate about client satisfaction and high standard of excellence for yourself

  • Interest and ability to troubleshoot and solve complex technical issue issues.

  • Excellent communication skills to articulate solutions both over the screen share and in e-mail.

  • 3+ years professional experience in consulting, software development, or technical support

  • Current knowledge of web development technologies such as HTML, JavaScript and server side scripting languages such as Java or ASP.NET

  • Understanding of database concepts and data management (RDBMS) and SQL

AT LEAST ONE OR MORE OF THE FOLLOWING

  • Salesforce certifications (especially Platform Developer / Certified Administrator or similar)

  • 3+ years coding experience in Salesforce technologies including Apex, Visualforce, and SOQL

  • 3+ years coding experience in other web development languages (Java, ASP.NET, JavaScript, CSS)

  • Current knowledge of ERP, eCommerce, Customer Relationship Management (CRM, preferably Salesforce) environments.

  • Prior knowledge and experience of ecommerce platforms.

  • Previous experience working in support

Accommodations - If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. (http://cloud.mail.salesforce.com/accommodations-request-form)Posting Statement
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.
(http://salesfore.com/) or Salesforce.org.
Salesforce welcomes all.

About Salesforce

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world. Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World and one of the “100 Best Companies to Work For eleven years in a row, and named “Innovator of the Decade and one of the “World’s Most Innovative Companies eight years in a row by Forbes.There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company. We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

Similar Jobs

Career Advice to Find Better