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
Log Monitoring - Log file reading and filtering
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