OVERVIEW

Fonteva is hiring a Customer Support Engineer to join our Current Engineering team. The person in this role will assist in all aspects of product support; data management/integration, configuration, issue resolution, and training. Other duties include analytical and organizational process support and business analysis. Will assist in bringing the voice-of-the user for Product road map.

 

ESSENTIAL FUNCTIONS

  • Demonstrate a strong understanding of Salesforce application support, including in-depth technical analysis, troubleshooting, root cause analysis and remediation as needed to resolve escalated support tickets.
  • Resolution of End-User support issues
  • Provide training on product, tools, techniques and business practices
  • Participate in the development and distribution of best practices and processes
  • Coordinate development work with appropriate IT resources when required analytical and organizational support
  • Assist in the development, documentation, and support of critical operating processes
  • Coordinate workflow and hand-offs between client team and IT
  • Demand log oversight
  • Coordinate with Customer Support Analysts and Product Managers for various new product releases
  • Assist in defining and documenting business needs, functional requirements and best practices.

 

EDUCATION AND EXPERIENCE

  • Bachelor’s degree in Computer Science, Information Technology, or similar field.
  • Minimum of 3 years of experience developing Salesforce solutions or providing support for Salesforce solutions.
  • Minimum of 3 years application configuration experience with the ability to learn new applications quickly.
  • Experience in managing simultaneous tasks from inception to successful completion.
  • Excellent customer service skills.
  • Excellent verbal and written communication skills.
  • Salesforce Certified Platform Developer or equivalent developer certification preferred.
  • Salesforce Certified Administrator certification required within 90 days of employment. 
  • Excellent problem-solving skills

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