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Location

Gurgaon | India

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Job description

: Specific responsibilities for this position include:

. Provide support for end users by having in-depth knowledge of application and the integrations to downstream systems.
. Responsible for triaging and escalating any production issue affecting outages per procedures.
. Provide clear and regular updates to users through the support life-cycle
. Facilitate discussion with stakeholders, L2/L3 Support, or vendors, if needed
. Communicate with users and all those that contact support team in a courteous, professional, and timely manner
. Create Knowledge articles where required for team reference
. Participates in M&E, Project transition and UAT's to enhance individual knowledge and build on the knowledge required to support the application
. Properly document all requests and issues within tickets utilizing support of multiple ticketing platforms such as Salesforce, Service Now, Jira, Service Desk, IDAM etc.
. Assist with user access management which includes user provisioning and handling permission related issues

Qualifications :
Minimum education and work experience required for this position include:
. Minimum 4 years of total experience with 2+years of experience in Salesforce
. Experience with data loader, excel connector, and Workbench is preferred
. Experience with Apttus CPQ or any other CPQ would be helpful
. BS degree in Computer Science or engineering or equivalent
. Knowledge of Salesforce related applications like FinancialForce, Marketing Cloud, Communities etc. is a nice to have
. The key competencies for this position include:
. High degree of professionalism with ownership traits, when addressing and resolving issues
. Excellent oral and written communication in English with ability to interact with varied audience from different teams
. Demonstrated team player in resolving issues faster, during high case volumes or multiple high priority issue scenarios
. Willingness to embrace change and help other team members with any required transition.
. Strong customer orientation & an eagerness to excel and be a part of a fast-growing team
. Ability to think logically and pay close attention to detail
. This position requires the individual to be flexible in availability to provide support in shifts in line with business needs

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Job tags

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Salary