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Customer Support Executive- Level 2

This position is to speed up resolution of Technical Customer queries which needs more expertise and time and It should save time of  development team. 

Skills required :

  • Good Experience in Salesforce development and iteracting with the customers.
  • Should possess good knowledge of past, current and in-development features of the product
  • Good problem solving skills
  • Good writing and verbal communication skills
  • Good research skills
  • Good training/presentation skills
  • Database knowledge
  • Log Monitoring - Log file reading and filtering 
  • Debugging Skills

 

Key responsibilities :

  • Train Customer Success - Level 1 team on new features and measure the quality.
  • Testing/Trial/UAT of in-house product with New releases of SFDC and training QA on the same.
  • Resolve issues escalated by Level 1 team according to the SLA defined.
  • Keep in touch with latest product features of SFDC or any other external integrated systems such as vendors, zoho, oracle  etc. Identify impacting feature forward to product team
  • Do POCs on new ideas
  • Try out new features of external systems.
  • Carry out customizations requirement of in-house products - Prepare SRS, Quotes, SDDs. Work with QAs to test.
  • Be Single point of contact for Level 1 support and tech/product team.
  • Filing cases with Salesforce team and work with them to resolve cases.
  • Change set deployment in Sandox/Production org
  • See Logs and send it to Dev Team
  • Contribute in setting automation testing for products
  • Manage external outsourcing vendor for customization or Do customization on Own
  • Vendor Managment and Solving issues

Information Security Responsibilities
You are responsible for protecting the information resources to which they have access. Your responsibilities cover both computerised and non-computerised information and information technology devices (paper, reports, books,  recordings, computers, removable storage media, printers, phones, fax machines, etc.) that they use or possess.  You Must follow the information security practices set by the ISO, as well as any additional departmental or other applicable information security practices.You are expected to adhere to all Screen-Magic policies and exercise good judgement in the protection of information resources. 
 

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