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 CategoryCustomer Success GroupJob DetailsSupport 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 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. We operate 24x7 which can involve working during one of the below shifts determined as per business need While we have 5 days a work week, it is not necessary that the weekend is Saturday and Sunday. You may get your weekly off on any day of the week (Mon/Tue, Thu/Fri)AMER hours (Eastern Standard Time - 5.30 PM/6.30 PM IST or Pacific Standard Time – 8:30 PM/9:30 PM IST onwards depending on Daylight Savings Time)EMEA hours – 12:00 PM/1 PM/2 PM IST onwards depending on Daylight Savings TimeAPAC hours – 5.30 AM IST onwards work hours are subject to change depending on business needs.ROLE and RESPONSIBILITIES : Respond to cases raised by B2B Commerce customers which include answering inquiries about the product, advising them to self-service resources, tackle 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 improvement requests, support services, and product bugs.Communicate with customers via email, voice, and/or chatResolve all cases or know where to call out.Document clearly in case notes so that it can be understood by others not involved with case or by customer.Review customer accounts and get along with Customer Success to understand Service Level Agreements.Seek opportunities to help grow the account. Shares knowledge with Customer Success team.Get along 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 weekendsMINIMUM QUALIFICATIONSPassionate about client satisfaction and high standard of excellence for yourselfInterest 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 supportSF Lightning and LWC experienceSF Admin and PD1 certificationB2B experience preferredUnderstanding of database concepts and data management (RDBMS) and SQLAT LEAST ONE OR MORE OF THE FOLLOWINGSalesforce certifications (especially Platform Developer / Certified Administrator or similar)3+ years coding experience in Salesforce technologies including Apex, Visualforce, and SOQLCurrent knowledge of ERP, eCommerce, Customer Relationship Management (CRM, preferably Salesforce) environments.Prior knowledge and experience of ecommerce platforms.Previous experience working in supportAccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.Posting StatementAt 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.Salesforce, Inc. and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce, Inc. and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce, Inc. and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce, Inc. or Salesforce.org.Salesforce welcomes all.
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