Application Support Analyst V - Hyderabad
- Varite
- 1 - 5 years
- Hyderabad
- 5 years ago
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Job Description
DescriptionSalesforce.com transformed the enterprise software market with cloud computing. Role: Trailhead Application Support Engineer (Admin) Location: Hyderabad, India With over 9 million badges earned to-date, Trailhead has reinvented the way people learn Salesforce and is helping people get new skills and further their careers. The Trailhead audience, Salesforce admins, developers, and users, are instrumental to the success of Salesforce customers, and by helping them adopt Salesforce successfully and learn our latest technologies, we can help them succeed in their journeys. Job Description: As a member of our Trailhead Global Operations team, you will be responsible for interacting with our Trailblazers on a daily basis and supporting the ongoing operations of the Salesforce Trailhead team. You will manage incoming inquiries and work closely with Content, Product and Marketing teams and personnel to diagnose and resolve complex technical issues. The objective of the team is to deliver personalized, quality issue solutions and guidance to our customers in a timely manner. Team delivers support by analyzing problems and researching new issues. Additionally, you will assist with various program communications, using email, Salesforce Chatter, and other social communication channels. Responsibilities: Respond to and troubleshoot customer support inquiries related to Trailhead trails, modules and superbadges. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved. Seek opportunities to create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the Trailhead community. Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers. Coordinate with Product Management, Content and Marketing teams in identifying, reporting, and resolving product issues. Support the Trailhead support team as needed for program development and additional projects. Required Skills/Experience (Admin) 1 Positions BA/BS degree in a technical field preferred with a strong academic record. 1-3 years of prior experience with Salesforce platform/applications. Basic CRM concepts which includes understanding of Objects, Roles, Fields, Customizations, Approval processes, Validation rules, Data loader etc.., with an ability to communicate technical concepts clearly and effectively. Highly organized with excellent attention to detail. Required Skills/Experience (Developer) - 1 Position BA/BS degree in a technical field preferred with a strong academic record. 2-5 years of experience in engineering / programming work experience. Visualforce, Apex code, Lightning components, packaging experience, with an ability to communicate technical concepts clearly and effectively. Understanding of database concepts and data management (RDBMS) and SQL. Excellent written and verbal communication skills. Proven history of strong phone/email/chat contact handling skills and active listening, with an ability to adapt/respond to customer of different regions. Proven ability to meet project timelines with quality results. Proven ability to understand complex processes and problem-solve. Ability to learn new tools and processes quickly and skills to projects. Ability to prioritize and balance multiple tasks and ongoing projects; ability to estimate time required to complete projects and meet deadlines; ability to report on progress against tasks and projects Knowledge of Microsoft Excel, Word, and PowerPoint. Knowledge of cloud-based applications and web meeting / video conference applications. Desired Skills: Previous experience with Salesforce.com CRM and its technologies. Prior experience in customer support domain. Passionate about educating the world with Trailhead. Trailhead Ranger status. Completion of Superbadges would be an addition. Salesforce Certified Administrator. Any additional Salesforce Certification would be an added advantage. Others important points: - Willing to work night shifts - Prior support experience is helpful
Job Classification
Industry: IT-Software, Software ServicesFunctional Area: IT Software - Application Programming, Maintenance, Role Category: Programming & DesignRole: Programming & DesignEmployement Type: Full timeEducation
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not RequiredContact Details:
Company: VariteLocation(s): Hyderabad
Keyskills: Product management Cloud computing Application support Data management Debugging Packaging Customer support Application Support Analyst SQL CRM
Varite
Varite Established in Year 2000, VARITE is now an accomplished custom software development and outsourced solutions company, providing array of customized onshore, nearshore and offshore technology solutions, to Fortune 1000 companies, globally. With headquarters in San Jose, CA, and through its...
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