Senior Technical Support Engineer - Industry Cloud

4 Months ago • 4-8 Years • Manufacturing • Administrative

Job Summary

Job Description

Job Details

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

業種、業界に特化した、Salesforce Industry Cloud(Industry Cloud)に関するお問い合わせに対応するサポートをエンジニアを募集します。

Industry CloudはSalesforce製品を業種、業界ごとのお客様のニーズに合わせ業界固有のユーザーインターフェーズ、ロジックやデータモデルをバージョンアップ対象となる標準機能として提供している製品となります。

Industry Cloudサポートエンジニアは、標準的なSalesforceの機能に加え、業界向けに最適化されたIndustry Cloud固有の機能に関する機能でお客様が直面している課題に関するテクニカルサポートを提供します。

テクニカルサポートエンジニアは、お客様を成功に導く専門家です。高い技術力と迅速、丁寧、的確なサポートサービスを提供し、顧客満足度を最大化することで、Salesforceの成長に貢献することをミッションとしています。
在宅勤務/リモートワークが主であり、各チームメンバーがフレキシブルかつ安全に働ける環境づくりを推進しています。また、以下の職責が含まれますが、これらに限定されるものではありません。

職責

  • セールスフォース製品における標準機能および、お客様のカスタマイズ項目のトラブルシューティングの支援
  • 担当分野の製品機能における技術的専門性の確立および保持
  • 卓越した分析、トラブルシューティング、および問題解決の専門知識の提示
  • お客様期待値および顧客体験の管理による顧客満足度の最大化
  • 業務に関連するトレーニングへの積極的かつ継続的な参加
  • 必要に応じて社内ツールやエスカレーションチームを活用しお客様の課題を効果的に調査・記録・優先度付けする能力、ならびに速度の速い環境下での効果的な時間管理能力の提示
  • グローバルサポート/開発部門との連携
  • プレッシャーのかかる状況下でのマルチタスクと効率的な業務遂行
  • ナレッジ文書の作成と管理


必須要件:

  • 文書および口頭での優れたコミュニケーション能力
  • トラブルシューティング概念の理解
  • お客様に寄り添い、どのような状況でも力強くお客様の問題を解決しようとする力
  • カスタマーサポートまたはカスタマーサービスでのお客様対応の実務経験
  • Salesforceおよび/またはCRMアプリケーションまたはその他のクラウドベースのテクノロジーの経験


推奨要件:

  • HTMLおよびCSSの解読、実装の経験
  • データベースの概念とデータ管理(RDBMS)およびSQLの知識
  • オブジェクト指向設計とコアプログラミング概念の知識
  • C#、Javaまたは最低1つのオブジェクト指向言語での解読、開発、デバッグ経験
  • スクリプト言語 (例 JavaScriptやJQueryなど)およびウェブアーキテクチャーの経験
  • コンピューターサイエンスまたは同等の経験の学士号
  • 英語(読み書き)
  • Salesforce Flow、Experience Cloud、Salesforce Mobileの製品知識
  • Salesforce 認定資格
    • Certified Salesforce Administrator (ADMIN201)
    • Certified Application Builder (APP BUILDER)
    • Certified Salesforce Developer (DEV401)
    • Certified Salesforce Developer (DEV501)

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

At 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 www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. 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 does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

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