Salesforce Support Engineer

NeuraFlash Logo

NeuraFlash

📍Remote - Colombia

Summary

Join NeuraFlash as a Salesforce Support Engineer and become a key player in resolving customer issues effectively and efficiently. You will act as the primary point of contact, coordinating and escalating solutions for customer-impacting incidents. This role demands a passion for problem-solving, a strong understanding of Salesforce, and a commitment to customer satisfaction. You will handle incoming chats, emails, and cases, providing 24/7 support for critical operational issues. The position requires a minimum of two years of customer service and Salesforce experience, along with specific Salesforce certifications. NeuraFlash offers a flexible work environment with remote and in-person options, promoting collaboration and a positive work culture.

Requirements

  • Minimum of 2 years of Customer Service Experience
  • Minimum 2 years of experience as a Salesforce.com Administrator OR Minimum 2 years of experience as a Salesforce Support Engineer
  • Excellent understanding of Salesforce.com best practices and functionality
  • Excellent understanding of the Salesforce platform, with the ability to build custom apps and objects, formula fields, flows, custom views, and other content of intermediate complexity
  • Excellent communication, presentation, and writing skills
  • Ability to work under pressure and meet project deadlines
  • Proficiency in object-oriented database principles, Microsoft Excel data manipulation, GSuite products (Gmail, Google Calendar, Google Docs, Sheets, Slides, etc.)
  • Salesforce Certified Administrator is required (ADM201)
  • Four-Year college degree or related technical degree

Responsibilities

  • Resolve customer service issues and skillfully manage complex customer service problems
  • Manage customers' expectations and experience in a way that results in high customer satisfaction
  • Provide timely and accurate status updates on cases, projects, and tasks as needed
  • Anticipate and proactively address potential issues before they become problems for clients
  • Identify and propose solutions to improve the efficiency and effectiveness of the support team and processes
  • Collaborate on NeuraFlash Onward Support Team initiatives such as development and product management, to identify and prioritize improvements to the Salesforce platform
  • Stay up to date on new Salesforce features and updates and assess their impact on clients' environments
  • Communicate effectively with clients and internal stakeholders to gather requirements, provide status updates, and present technical solutions
  • Take thorough and accurate notes during meetings and follow up on any action items assigned
  • Clearly communicate any issues or concerns raised during meetings to relevant stakeholders
  • Contribute to continuous improvement efforts to optimize support processes and reduce resolution time
  • Develop and maintain technical documentation for internal and external use
  • Seek out opportunities to improve the customer experience and increase customer satisfaction
  • Take initiative to learn and develop new skills and stay up to date on industry best practices and trends
  • Assist developers to troubleshoot issues such as APIs, Apex, Visualforce, and implementation of other salesforce.com
  • Ability to communicate technical best practices to customers
  • Possess and maintain current Salesforce certifications and knowledge
  • Meet any additional certification requirements as needed for the role or as required by NeuraFlash
  • Stay up to date on certification requirements and renew certifications as needed
  • Act as a subject matter expert and provide technical guidance to team members and clients
  • On-call shifts
  • 2 weekends per month - 10:00 AM-10:00 PM COT
  • 1 week per month - 8:00 PM - 2:30 AM COT
  • Respond to notifications of Severity 1 and Severity 2 cases within SLA requirements
  • Initiate contact with customers on Severity 1 and Severity 2 cases to understand the issue and begin troubleshooting

Preferred Qualifications

  • Experience working with Salesforce development: Apex Code (Triggers, Controllers and Batch classes), Visualforce pages, Web Service APIs, and the Lightning Platform (Aura /LWC framework), triggers, SOQL, and SOSL is preferred
  • Experience with Service Cloud Voice is preferred
  • Experience with Amazon Connect and CloudWatch is a plus
  • A demonstrated ability to understand and articulate complex requirements is a plus
  • Proven interest in Technology, consulting, and Salesforce
  • Familiarity with Waterfall & Agile project management methodologies is a plus
  • Salesforce Service Cloud Consultant is preferred (CRT261)

Benefits

  • Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, or you're one of over half of our NeuraFlash Family who work remotely, we’re focused on keeping everyone connected and unified as one team
  • Travel: Get ready to pack your bags and hit the road! For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%
  • Flexibility: Do you have to take the dog to the vet, pick up the kids from school, or the in-laws from the airport? We know that a perfect 9-5 isn’t possible. So you have to jump out to do any of those, no problem! We build a culture of trust and understanding. We value good work not the hours in which you get it done
  • Collaboration: You have a voice here!  If you work with a team of smart people like we do, it’s a no-brainer to take suggestions and feedback on how to keep NeuraFlash thriving.  Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small
  • Celebrate Often: We take our work seriously, but we don’t take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our teams love to have fun. And while we work hard, we don’t forget to slow down and celebrate the big things and the small things together
  • Location: NeuraFlash strives to provide you with the flexibility to work in the location that makes the most sense for your lifestyle. For those that prefer an office setting, this role may be based in any of our hub locations within the United States. If you prefer to work from home, we can accommodate remote locations for our employees based in the United States, anywhere within British Columbia or Ontario for our Canada-based employees, anywhere in India for our India-based employees, and anywhere within Colombia for our Colombia-based employees!

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