salesforce.com
Technical Support Analyst
Hyderabad Area, India, IN - Internet
Responsibilities:
- Respond to customer requests that have been escalated from Tier 1 support analysts.
- Answer technical questions, solve technical problems, and suggest appropriate workarounds related to supported applications.
- 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.
- Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
- Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the Salesforce community
- Research, document, escalate cases according to procedure.
- Actively participate in job related training.
- Assist with the design and delivery of product and other technical training.
- Review support cases for technical and troubleshooting accuracy.
- Define and describe technical best practices.
- Identify product and services up-sell opportunities and describe Salesforce solutions to customers in a way that is articulate, accurate, and persuasive.
- Complete assigned project responsibilities.
Experience/Skills Required:
- Bachelor/Master Degree preferably in Computer Science
- 2-5 years of prior experience in Customer Support
- Experience with Salesforce.com and/or CRM applications.
- Demonstrated analysis, problem solving and skills troubleshooting expertise
- Detailed, organized and results oriented
- Ability to effectively prioritize and escalate customer issues as required
- Excellent written and verbal communication skills
- Comfortable interacting with all levels of management
- Ability to multi-task and perform effectively under pressure
- Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
- Understanding of database concepts and data management (RDBMS) and SQL
- Understanding and experience reading/writing HTML.
Experience/Skills Desired:
- Salesforce.com Certified Administrator
- Read, develop, and debug software with Java, Visual Basic, C# or at least one modern object-oriented language.
No salary provided
Posted February 03, 2015 at 09:01AM from LinkedIn http://ift.tt/1yALBZN
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