Technical Support Engineer

1 month ago

bangalore, India RingCentral Full time

We‘re on the hunt for a Salesforce Technical Support Engineer who not only excels at problem-solving and analytics but also possesses a keen business sense and a knack for technical innovation. Join our dynamic team to play a pivotal role in the Support of Salesforce applications, driving efficiency and transformation in the company’s Quote-to-Cash processes.

What You‘ll Do:

Provide technical support to global Quote-to-Cash Salesforce application across Sales organization by resolving production issues as per priority with adherence to SLA.
Apply your troubleshooting and debugging skills, along with extensive knowledge of systems, databases, and applications, to determine the root cause of an issue.
Adjust your communication style to suit the customer‘s level of expertise.
Manage problem intake and coordinate escalations as needed.
Support and triage critical issues, especially those related to integrated system functionalities.
Maintain functional and technical knowledge required for supporting multiple business processes within the QTC workstream that includes Lead to Opportunity, Quote to Contract, Orders, Billing, Renewals.
Prepare and execute manual data cleanups, enrichments and migrations.
Update and document knowledge base articles and system process flows.Work closely and effectively with business stakeholders and development team members for feedback from end users on performance and overall satisfaction.
Identify areas of automation on existing processes to increase efficiency.
Be up to date with salesforce release features that could add innovation to existing businessprocesses.
Use CI/CD experience to pick up support deployment processes established in the Salesforce ecosystem.
Work with the platform team to obtain regular reports from all the health check processes in production and highlight the discrepancies.
Collaborate with the platform team to validate the impact of Salesforce’s quarterly releases.

What We Need From You:

Technical Proficiency : Salesforce development experience using Apex, SOQL, SOSL ,Flows, Lightning and LWC. Your toolbox should also include a strong command of one or more general-purpose programming languages (Java, JavaScript, or another scripting language).
Database Skills : Hands-on experience with SQL or other databases, demonstrating your ability to manage and manipulate data effectively.
SDLC : Familiarity with the Salesforce Development Lifecycle.
Version Control : Proficiency in using Version Control Systems.
Integration Experience : A proven track record of using Salesforce.com APIs for integrating Salesforce with external systems using connectors, SOAP/REST APIs.
Communication : Exceptional communication skills, ensuring smooth collaboration across teams and with stakeholders.

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