Project Overview:

• PSS - Production Support Systems team is responsible for the frontline triage of Vector issues and is committed to providing high-quality customer support to Client Cloud's internal users.
• We support a variety of Client tools and applications, primarily Salesforce Vector which is a multi-year collaboration between Client Cloud and Salesforce, Partner Advantage Portal, Partner Sales Tool, Salesloft, Workbench, to name a few.
• We also help with resolving time-sensitive requests that are detrimental to deal closures. Our objective, although being complex and technical in nature, is to ensure that internal users have the best possible experience with Vector while they manage their customers to boost profitability.

Overall Responsibilities:

• As an Application Support Engineer for the Client Cloud Systems Production Support Systems Team, you'll provide front-line technical software support to customers, partners, and internal users and teams who use a variety of proprietary tools and applications, along with Salesforce CRM.
• You'll triage support tickets from different queues, and work with customers to gather information and have the ability to triage and troubleshoot the issue that they're experiencing. This includes driving an issue towards resolution, engaging with internal teams, and escalating cases when needed. The candidate should have experience with identifying and diagnosing issues, a good grasp of web technologies, strong customer service instincts, and strong communication skills.
• You would be responsible for: Triage, troubleshoot, and resolve customer issues in multiple queues with competing priorities. This includes issues with various internal proprietary tools, Client Cloud tools and applications for external customers, Salesforce CRMs, browser issues, and other technical problems encountered by enterprise Client Cloud customers.
• Interacting with users, customers, and team members via written communication, primarily through a customer support ticket.
• Research problems and solutions and collaborate with several team members and subject matter experts, collaborate with peripheral teams such as: order management, deployment, sales, and partner programs to pinpoint the root cause of complex software issues or recommend feature requests.
• Work with internal customers, including the Client Cloud sales and marketing, and support teams who use Salesforce CRM. Assist with elding questions and resolving access or technical issues involving the sales process in Salesforce, provision users with access.
• Work with external customers and partners, who use Client applications and tools for enterprise customers. Assist with access or technical issues, provision customers & partners with access to these applications and tools.

Mandatory Skills/Qualifications:

• BE/BA/BS degree preferred, leaning towards a technical or analytical program such as engineering or math.
• 2-4 years of prior experience of providing technical customer support for Cloud applications and web technologies.
• Familiarity with Salesforce & Salesforce Adming is a must; SQL is preferred.
• Good to have knowledge CPQ/CLM
• Strong analytical skills with detail-orientation and an innate ability to drive issues towards resolution.
• The ability to dig deep to identify recurring or unknown issues; and provide root-cause analysis.
• Strong customer support skills, and the intuitive ability to handle people well.
• Must have excellent verbal and written communication, including strong documentation skills
• Must be a team player with a passion to learn and adapt to a rapidly changing environment

Non-Essential Skills/Qualifications:

• Technical bachelor's degree
• Salesforce Service cloud, Omni Chat, salesforce admin
• Previous Cloud infrastructure knowledge and experience
• Thrive in ambiguity with the ability to innovate and being proactive
• Knowledge of AI, Client Vertex AI, Gemini, LLMs