Success Engineer-Commerce cloud(B2B)
SalesforceJob 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
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