Job Description

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 Group

Job Details

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.
• Manage highly visible, global and strategic customer reported issues and ensure 100% customer satisfaction
• 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.

Mandatory Technical/General Qualifications:

• 2 to 5 years of engineering / programming / enterprise support work experience.
• Working experience in Marketing Cloud Journey Builder and API integration
• Thorough working knowledge of Email Studio (Sends, Data Extensions, Sending Practices)
• Hands on knowledge of Automation Studio
• Fair understanding of Email Delivery Management (EDM) - IP configuration and SSL
• MC Email Specialist Certification preferred
• Understanding of database concepts and data management (RDBMS) and SQL
• Excellent written and verbal communication skills
• Flexibility to work in any shift (APAC, EMEA, US) as per business need.
• Willingness to work over the weekends and avail week offs during the weekdays

Good to have:

• MC Admin certification, MC Consultant and MC Developer Certification
• Knowledge of AMPscript
• Proficient with HTML, CSS, JavaScript
• Experience with web service integration (REST/SOAP)
• Exposure to Pardot
• Programming/scripting (Any language)
• Hands on knowledge on Digital Marketing and better understanding of Marketing business
• Experience on Salesforce Administration, configuration and setup concepts, preferably from service based industries
• Experience with any of the marketing cloud platform (Mailchimp,Marketo,Oracle CX, Hubspot etc)
• Digital Marketing Certifications

INDIA ONLY
We operate 24x7 which can involve working during one of the below shifts determined as per business need and also have a non-standard work week(Ex: Tue - Sat, Wed - Sun).
While we have 5 days a work week, it is not necessary that the weekend is Saturday and Sunday. You may get your weekly off on any day of the week (Mon/Tue, Thu/Fri) AMER hours (Eastern Standard Time - 5.30 PM/6.30 PM IST or Pacific Standard Time - 8:30 PM/9:30 PM IST onwards depending on Daylight Savings Time)
EMEA hours - 12:00 PM/1 PM/2PM IST onwards depending on Daylight Savings Time
APAC hours - 5.30 AM IST onwards Work hours are subject to change depending on Business needs.

Accommodations

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Posting Statement

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