Detailed Role & Responsibilities:
- Assisting customers in troubleshooting their custom code, integration, and implementation of Salesforce products. This involves debugging, troubleshooting, and ensuring issues are fully resolved.
- Developing and maintaining technical expertise in assigned areas of product functionality.
- Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
- Providing feature explanation and Salesforce coding best practices.
- Managing customer expectations and the customer experience to maximize customer satisfaction.
- Actively maintaining and participating in work-related training and up-skilling activities.
- Demonstrating the ability to research, document and prioritize customer issues, leveraging internal tools and escalating to relevant teams as necessary
- Multitasking and performing effectively under pressure and meeting all support related KPIs as outlined by business
- Creating and curating knowledge content.
Minimum Technical/General Qualifications:
Mandatory
- Relevant experience in engineering / programming / enterprise support work experience.
- Thorough understanding of web, server side, email, mobile campaigns
- Working experience in marketing cloud journey builder and API integration
- Working experience in Javascript and Javascript certified with a demonstrated exposure to DOM and Jquery
- Exposure to debugging javascript using browser developer tools
- Working knowledge of HTML and CSS
- Excellent written and verbal communication skills
Good to have
- Certifications from Marketing Cloud suite
- Exposure to REGEX (regular expressions)
- Understanding of 3rd party analytics system like Google Analytics
- Understanding of database concepts and data management (RDBMS) and SQL
