Senior Application Specialist

Responsibilities:

• Respond to and troubleshoot customer support inquiries related to Trailhead trails, modules and superbadges. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.

• Seek opportunities to create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the Trailhead community.

• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.

• Coordinate with Product Management, Content and Marketing teams in identifying, reporting, and resolving product issues.

• Support the Trailhead support team as needed for program development and additional projects.

Required Skills/Experience:

• 2-5 years of experience in engineering / programming work experience.

• Visualforce, Apex code, Lightning components, packaging experience, with an ability to communicate technical concepts clearly and effectively.

• Understanding of database concepts and data management (RDBMS) and SQL.

• Programming abilities in one or more of the following languages: Java, PHP, Python, Ruby, .NET, JavaScript and Perl.

• Highly organized with excellent attention to detail.

• Excellent written and verbal communication skills. Proven history of strong phone/email/chat contact handling skills and active listening, with an ability to adapt/respond to customer of different regions.

• Proven ability to meet project timelines with quality results.

• Proven ability to understand complex processes and problem-solve.

• Ability to learn new tools and processes quickly and apply skills to projects.

• Ability to prioritize and balance multiple tasks and ongoing projects; ability to estimate time required to complete projects and meet deadlines; ability to report on progress against tasks and projects

• Knowledge of Microsoft Excel, Word, and PowerPoint.

• Knowledge of cloud-based applications and web meeting / video conference applications.

Desired Skills:

• Previous experience with Salesforce.com CRM and its technologies.

• Prior experience in customer support domain.

• Passionate about educating the world with Trailhead.

• Trailhead Ranger status, preferably with the majority of badge completions in the programmatic domain

• Completion of Superbadges would be an addition.

• Salesforce Administrator, Platform Developer certified.

Any other additional Salesforce certification would be an added advantage.