Salesforce Engineer-Customer Support Jobs in Gurgaon - Simpplr
Job Description
Job Description
As a company that is undergoing significant growth, Simpplr is seeking to hire an experienced Support Engineer in its Customer Success function. In this role, you will work directly with customers on the identification and resolution of technical issues primarily in the post-launch support phase of the project.
This role will appeal to individuals who are interested in a fast-paced, high growth SaaS company where decisions must be made quickly. Customers will look to you to their issues and you must have the ability to reprioritize based on the severity of issues. Written communication skills and the ability to empathize with customers is extremely important. You will be a member of a team but you should be a self-starter who assumes responsibility and accountability to provide world-class service to Simpplr customers.
You will provide first-line support on both the Simpplr application and its integration to SSO, external storage and other 3rd party applications. You will have extensive experience with Salesforce and applications built upon the Salesforce platform.
What You’ll Do
As a company that is undergoing significant growth, Simpplr is seeking to hire an experienced Support Engineer in its Customer Success function. In this role, you will work directly with customers on the identification and resolution of technical issues primarily in the post-launch support phase of the project.
This role will appeal to individuals who are interested in a fast-paced, high growth SaaS company where decisions must be made quickly. Customers will look to you to their issues and you must have the ability to reprioritize based on the severity of issues. Written communication skills and the ability to empathize with customers is extremely important. You will be a member of a team but you should be a self-starter who assumes responsibility and accountability to provide world-class service to Simpplr customers.
You will provide first-line support on both the Simpplr application and its integration to SSO, external storage and other 3rd party applications. You will have extensive experience with Salesforce and applications built upon the Salesforce platform.
What You’ll Do
- Troubleshoot and diagnose technical issues experienced by Simpplr customers post-implementation
- Work with customers through the upgrade process
- Proactively working the support ticket queue and managing customer expectations on resolution time
- Provide prompt and accurate feedback to customers
- Promptly escalate unresolved issues to appropriate internal teams
- Logging and managing issues using appropriate management tools (Zendesk & Jira)
- Build extensive problem-solving skills in SSO integrations
- Build positive and empathetic relations with customers
- Contribute to Simpplr efforts to maintain a high Net Promoter Score (NPS) on support
- Provide both customers and internal Customer Success Managers with reports and metrics on issues resolution
- Coordinating directly with Product, Engineering and CS on outstanding tickets to ensure rapid resolution and that all functions are aware of outstanding and priority issues
- 2+ years in direct customer-facing support, professional service, or customer success roles
- 2+ years experience on the Salesforce application and/or applications built upon the Salesforce platform.
- You are a certified Salesforce admin.
- You have an active trailhead profile and always keep updated with Salesforce platform features and releases.
- Working knowledge of APEX, JS, CSS, HTML
- You know your way around the instance setup in Salesforce
- You are technically competent, business-oriented, and highly customer-centric
- Enjoy helping customers with detailed product questions but also like to strategize with customers on big picture solutions
- You have a good energy that contributes to a positive work environment and a great customer experience
- You proactively implement/execute on new ideas when you see something can be improved or created
- You enjoy working with different functions both internally and externally as you can appreciate each role and bring different perspectives into your discussions
- Excellent Communication Skills.
- Strong organizational and problem-solving skills with great attention to detail, including the ability to multi-task and switch gears between different types of customers and different types of activities.
Job Particulars
Role engineer core non it
Who can apply Experienced (2.5 Years)
Hiring Process Face to Face Interview
Employment TypeFull Time
Job Id952232
Job Category Core Technical
Locality Address
State Haryana
Country India
About Company
About Simpplr
Simpplr is the modern employee intranet that helps companies connect and engage employees
across the enterprise. The Simpplr platform helps employees better communicate with
co-workers, find information, and transfer knowledge. Simpplr was built to help businesses not
only create an immersive and inspiring digital workplace but also to reinforce their unique
culture. We aim to break the barriers of traditional work environments to deliver a better
workplace, anywhere.
Our customers are organisations that care deeply about their employees and company culture,
we’re proud to work with the likes of Workday, Fox, DocuSign, Eurostar, AAA, Splunk,
AppDynamics and Columbia University.
Check out the great things our customers say about us on Salesforce’s AppExchange, G2Crowd
Simpplr is the modern employee intranet that helps companies connect and engage employees
across the enterprise. The Simpplr platform helps employees better communicate with
co-workers, find information, and transfer knowledge. Simpplr was built to help businesses not
only create an immersive and inspiring digital workplace but also to reinforce their unique
culture. We aim to break the barriers of traditional work environments to deliver a better
workplace, anywhere.
Our customers are organisations that care deeply about their employees and company culture,
we’re proud to work with the likes of Workday, Fox, DocuSign, Eurostar, AAA, Splunk,
AppDynamics and Columbia University.
Check out the great things our customers say about us on Salesforce’s AppExchange, G2Crowd
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