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Success Engineer - CRM / Government Cloud Support

Company: Salesforce.com, Inc.
Location: Hillsboro
Posted on: May 4, 2021

Job 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 Group Job Details Your Impact - Responsibilities: In your role as a Success Engineer, you are the first point of contact for customers experiencing technical challenges. Our Success Engineers pride themselves in delivering an unparalleled premium customer experience that leaves customers wanting and coming back for more. While our focus is on the customer, we also have fun as a team, and continuously give back to our community through the generous Salesforce 1-1-1 model. Job responsibilities include but are not limited to:

  • Assisting customers in troubleshooting their custom code, integration, and implementation of Salesforce products. This involves debugging, troubleshooting, and ensuring issues are fully resolved.
  • Developing and maintaining technical expertise in assigned areas of product functionality.
  • Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
  • Providing feature explanation and Salesforce coding best practices.
  • Managing customer expectations and the customer experience to maximize customer satisfaction.
  • Actively maintaining and participating in job-related training activities.
  • Demonstrating the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment.
  • Multitasking and performing effectively under pressure.
  • Creating and curating knowledge content. Required Skills/Qualifications:
    • Bachelor's degree in Computer Science or a related field, or 2 years of experience in a technical support role.
    • Excellent written and verbal communication skills.
    • Understanding of Internet technologies: firewalls, web servers, proxy servers, etc.
    • Experience working within the Salesforce architecture
    • Experience with reading/writing HTML, APEX, JavaScript and CSS
    • Experience with Database concepts, Data management (RDBMS), and SQL
    • Experience working with and troubleshooting variety of internet browsers - Google, Safari, etc
    • Demonstrated skill in Customer Support or Customer Service in a customer-facing role Preferred Skills/Qualifications:
      • Master's degree in Computer Science or computer/business information systems
      • Experience with Salesforce and/or CRM applications and other cloud-based technologies
      • Clear comprehension of one or more Service Cloud products (FSL, OMNI, Chat, Lightning Messenger, Mobile SDK, Einstein BOTs, Embedded Services)
      • Understanding of HAR Files, how to capture them and read them
      • Experience working with scripting languages and Web Architecture Principles
      • Salesforce Certifications:
      • Salesforce.com Certified Administrator (ADM201 Certified),
      • Salesforce.com Certified Advanced Administrator (ADM211 Certified),
      • Service Cloud Consultant certified
      • Field Service Lightning Consultant certified
      • Platform Developer 1 certified
      • App Builder Certified Performance Expectations:
        • Follow process and procedure guidelines in all interactions
        • Respond to cases within SLA, with the appropriate level of urgency
        • Understands and adheres to processes that will help resolve the cases efficiently (responding within SLO/posting meaningful updates/follows SG handover, GHO or any case handling related processes)
        • Escalate issues to Product Engineering promptly when required
        • Monthly create and curate Knowledge Base articles
        • Meet or exceed all KPI targets, consulting with your manager to determine areas of improvement
        • Own your deliverables, including customer commitments, training deadlines, administrative requests.
        • Proactively communicate issues in advance to your manager when in doubt of achieving your deliverables.
        • Demonstrate case ownership and drive resolution
        • Prioritize work and adapt to changing priorities
        • Work under pressure troubleshooting real-time products
        • Demonstrate team spirit through positive interaction and communication Requires U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship. You agree to complete a Minimum Background Investigation (MBI) for a Moderate Public Trust position with the U.S. federal government or other clearances as deemed appropriate for the role. Accommodations - If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. Posting Statement At 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.com 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.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com or Salesforce.org. Salesforce welcomes all.

Keywords: Salesforce.com, Inc., Hillsboro , Success Engineer - CRM / Government Cloud Support, Government & Protective Services , Hillsboro, Oregon

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