Salesforce Support Engineer

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 to resolve incidents and answer questions. This role demands a passion for problem-solving, a sense of urgency, and a strong understanding of the Salesforce application. You will handle incoming chats, emails, and cases, providing support for critical operational issues. The position involves collaborating with the Managed Services Support Team, staying updated on Salesforce features, and communicating effectively with clients and internal stakeholders. You will also contribute to continuous improvement efforts and develop technical documentation.

Requirements

• Minimum of 2 years of Customer Service Experience
• Minimum 2 years of experience as a Salesforce Administrator OR Minimum 2 years of experience as a Salesforce Support Engineer
• Excellent understanding of Salesforce 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
• 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;s Managed Services 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 - 8:30-20:30 IST
• 1 week per month - 2:30-8:00 IST
• 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
• 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
• 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 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%. So, if you have a passion for adventure and don't mind a little jet-setting, this opportunity could be your ticket to exploring new places while making a positive impact on clients
• 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