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Support Engineer - Pardot

2.00 to 5.00 Years   Hyderabad   30 Dec, 2021
salesforce
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software,Sales / BD
EmploymentTypeFull-time

Job Description

This position, as part of the 24x7 Global Support organization, has primary technical support responsibilities. You will maintain a single-minded focus to ensure customers are incredibly satisfied with Salesforce Marketing products, by becoming a Salesforce Pardot application and platform expert.The ideal SupportEngineer puts the customer at the centre of everything they do. They are a team player, enjoy working hard, exhibit professionalism, are dedicated to exceeding expectations, have excellent problem solving skills, are able to learn new technologies quickly, and use their time efficiently. Analysts demonstrate the ability to write, speak and present technical information clearly and effectively, adapting as required for the audience. They do this exhibiting composure, being in calm command of every situation.As a Support Engineer you ll be part of a team of problem solvers who are passionate about working in a fast-paced, highly dynamic, customer-centric environment.Note: we are looking out for weekend shift coverage (Sat to Wed) or (Wed to Sun). Responsibilities

  • Provide expert-level technical support via phone and web to Salesforce customers
  • Manage support cases on a daily basis, including transfers from other regions
  • Track and maintain all customer communications and case documentation in Service Cloud
  • Respond to customer-reported issues in a timely manner, per service level agreements
  • Communicate progress of resolution/status in a timely fashion, per service level agreements
  • Manage escalations and expectations, for both customers and internal staff
  • Collaborate with technical support teams in other Salesforce Clouds as needed
  • Identify situations where professional services may be warranted
  • Follow established support processes and procedures
  • Identify improvements for improved customer experience
What you will need to qualify
  • A Bachelor s degree in Computing (or equivalent)
  • At least 2 years of prior experience with Salesforce platform/applications - Pardot.
  • 3 years previous technical support experience
  • A 100% focus on customer success
  • Great communication skills, written and verbal
  • Hands-on experience with reading and writing in SQL
  • An action-oriented attitude, with strong organizational, analytical and problem solving skills
  • The ability to learn fast, and to be highly adaptable
  • Be a dependable, motivated, self-starter, with the ability to work independently when required
  • Previous experience working with scripting languages and/or APIs is a bonus but not required
  • Previous Pardot experience is a bonus but not required
  • Pardot Certification is a bonus but not required
  • Salesforce experience will be added advantage
About SalesforceSalesforce is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today were delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate-and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the Worlds Most Innovative Company according to Forbes and one of Fortunes 100 Best Companies to Work For. Our more human, less corporate culture is built around doing work that matters, winning as a team and celebrating success Aloha-style. Ready to find your #dreamjob AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form .Posting StatementAt Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org .Salesforce welcomes all.,

Keyskills :
customer relationship managementswitchesservice levellannetworkingtroubleshootingoperating systemscloud computingequal employment opportunity

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