Senior Success Agent (Tier III) - Marketing
- Salesforce
- 2 - 6 years
- Hyderabad
- 5 years ago
- Email to a friend
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Job Description
Role Description:
As a member of the Tier 3 Support team, you will leverage advanced technical expertise to resolve complex platform related issues affecting Marketing Cloud customers. As a Dev expert you will enable customer success by helping Salesforce customers to overcome crippling technical challenges. You will provide hands-on troubleshooting, feature explanation, and best practice guidance to the broader Technical Support team to assist Marketing Cloud customers during critical and time sensitive situations while partnering with Salesforce Research and Development teams. Role Responsibilities:
- Take ownership of customer issues through to resolution - including troubleshooting, internal communication and providing meaningful feedback on a regular basis
- Assist with troubleshooting integrations involving Marketing Cloud APIS and implementation of other Marketing Cloud and Salesforce developer products.
- Liaise and work closely with the internal Salesforce Research Development teams on escalated technical issues and product roadmap changes/new features.
- Provide feature explanation and coding best practices.
- Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the developer community.
Role Requirements:
- Excellent written and verbal communication skills.
- Proven analysis, troubleshooting and problem solving skills.
- Ability to effectively prioritise and escalate customer issues.
- Bachelor's degree in computer science or equivalent experience
- Strong background and solid understanding of object-oriented concepts and languages.
- 5+ years building web-based applications with a solid understanding of HTML, CSS, JavaScript, and at least one programming language, such as Java, .NET, or PHP.
- 3+ years of prior experience in Technical Support, a helpdesk environment.
- 2+ years of prior experience working with Marketing Cloud
- 2+ years writing and debugging SQL
- 2+ years writing and debugging Javascript
- Strong understanding of REST and SOAP web-based services, with a working knowledge of WSDL interpretation, generation, and consumption.
- Solid understanding of Internet technologies: firewalls, web servers, proxy servers, etc.
- In-depth knowledge of database concepts and data management (RDBMS) and SQL.
Preferred Requirements:
- Knowledge of multi-tenant, grid, parallel, or distributed computing architectures
- Salesforce Administrator (ADM201), Advanced Administrator (ADM311) or Marketing Cloud Consultant / Developer / Administrator certified.
- Completed Salesforce Trailhead Badges
Job Classification
Industry: Internet, EcommerceFunctional Area: IT Software - Application Programming, Maintenance,
Role Category: Admin/Maintenance/Security/Datawarehousing
Role: Admin/Maintenance/Security/Datawarehousing
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not Required
Doctorate: Doctorate Not Required
Contact Details:
Company: salesforce. incLocation(s): Hyderabad
Keyskills: RDBMS Coding Debugging Javascript PHP HTML Troubleshooting Technical support SQL CRM
Salesforce
Salesforce is the Customer Success Platform. Our social and mobile cloud technologies?including our flagship sales and CRM applications?help companies connect with customers, partners, and employees in entirely new ways.
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