Support Engineer – Tier II | CPQ
Salesforce CPQ and Billing extends the Salesforce Sales Cloud with fully integrated Quote-to-Cash capabilities. Salesforce Quote-to-Cash has a talented team with unmatched cloud computing experience and a unique culture, totally focused on taking good care of our customers, partners, and employees. Join us!
Our innovative apps enable companies to easily and accurately manage the entire deal close process-from generating quotes and configuring orders to collecting cash-helping customers grow revenue faster than ever before.
Mission of this role is to…
The Tier 2 Success Agent provides the highest level of communication to customers in need of support. The Tier 2 Support Agent is responsible for supporting existing customers’ Salesforce Quote-to-Cash instances. The agent analyses issues logged by customers, leverages product expertise and shares best practices to drive to case closure. The agent follows standard support practices and procedures while providing an excellent customer experience. The Tier 2 Support Agent plays a critical role in helping customers to realise the value of their software investment.
Understand Quote-to-Cash processes and become an expert in Salesforce Quote-to-Cash
Understand customer’s business needs
Provide top level of support that ensures customer’s success
Quickly analyse cases logged by customer and assist them with resolving the issue
Respond to and update the open cases in a timely fashion and manage dozens of cases at a time
Answer questions relating to the customer’s instance, Salesforce Quote-to-Cash, and salesforce.com
Train other agents and document best practices and new processes
Communicate product ideas, bugs, and customisations to the product development team
Bachelor’s degree preferred (preferably in Computer Science or an engineering discipline)
CPQ experience is mandatory
SFDC Certified Administrator, SFDC Certified Developer, or SFDC Platform App Builder preferred.
1 – 3 years experience working in SaaS
Experience in writing/troubleshooting Apex Triggers and Apex Classes preferred
Prior experience with Apex, Visualforce a bonus
History of strong software troubleshooting skills
Customer facing experience or demonstrated ability to communicate with customers is required
Passion for customer’s success and patience in working on challenging issues
A natural curiosity for learning about new subjects
Ability to learn technology quickly through instruction and self-training
Exceptional verbal communication skills with friendly, patient and professional phone demeanour
Exceptional written communication skills with the ability to quickly compose clear and concise answers
Business analysis and requirements gathering abilities is a plus
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