Proactive Monitoring Engineer (Salesforce Support)

RESPONSIBILITIES:

• Provide expert-level technical support to high touch clients
• Track and maintain all client communications and case documentation in Salesforce
• Define follow-through and action plans to case resolution
• Manage client support cases on a daily basis
• Manage escalations and expectations for both the client and Internal personnel
• Assist clients in optimizing their use of the application platform via workflow guidance or by identifying automation, proactive monitoring, and integration opportunities

MINIMUM QUALIFICATIONS:

• 2-5 years of prior experience in Salesforce.com Development role
• Passion for delivering outstanding customer experience
• Excellent written and verbal communication skills
• Action oriented with strong organizational, analytical, and problem solving skills
• Highly adaptable, fast learner, and resourceful
• Ability to collaborate cross-functionally on a global scale
• Strong technical aptitude in support of learning Salesforce application and solutions
• Dependable, motivated, self-starter with the ability to work independently
• Previous experience with Salesforce CRM, Force.com, Marketing Cloud, and its technologies is desired
• Knowledge of Internet development technologies (HTML, XML, API, SQL etc.) is required

Proven experience or expertise in the following:

• Database and relational data structures
• Large scale, multi-tenant production environments
• API Programming or Software Development
• Software Design Lifecycle

PREFERRED QUALIFICATIONS:

• Visualforce and Apex code experience
• Certified Administrator
• Certified Advanced Administrator
• Certified App Builder
• Certified Platform Developer
• Certified Email Marketing Specialist
• CRM domain knowledge
• Previous experience with Salesforce.com CRM and its technologies