What You Will Be Doing
The SalesForce CPQ Support and Application Developer position at ChargePoint, Inc. is an opportunity for a seasoned business applications support engineer to make a significant contribution to ChargePoint's growth and maturation.
In this role, you will share responsibility for application support, development and maintenance of SalesForce and functional extensions.
You will focus on Level 2 activities, supporting complex business processes that require both technical and business insight.
Some development work will be required as part of Level 2 activities. You will also perform administrative duties such as adding user accounts to business applications, resetting passwords and other routine tasks when escalated from Level 1, but this is not a focus.
Since this role is located in India, you must have excellent communication skills to understand reported problems and communicate solutions.
Patience and a helpful attitude are crucial to success in this role.
This position would suit a self-motivated, results-oriented individual who is comfortable in an entrepreneurial environment and has experience in working effectively with and providing world-class service to customers.
This hands-on support role requires technical knowledge, the skills to fix bugs implement enhancements, and an ability to communicate clearly and effectively.
What You Will Bring to ChargePoint
Provide support and remediation across multiple applications, including Salesforce CPQ, Netsuite, Arena, Expensify, Coupa, and our proprietary Network Operation System
Cover both Level 1 (e.g. user account creation, password resets, etc.) and Level 2 activities (e.g. troubleshooting, problem resolution, business analysis) with a focus on Level 2
Service tickets submitted by users through the IT Service Desk for Salesforce, Netsuite and Coupa
Analyze Apex, Visualforce, and triggers to identify problems
Walk the customer through the problem-solving process
Provide basic how-to application usage instructions to customers
Liaise with Level 3 resources at ChargePoint in Campbell and with India-based developers on bugs and enhancements
Monitor the results of scheduled interfaces and integrations e.g. Salesforce / Netsuite, 3PL / Netsuite, EDI) as instructed
Escalate unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Document processes and procedures to resolve issues
Identify and suggest possible improvements on procedures
Perform the work within the constraints of published Service Level Agreements (SLAs)
Take a strong analytical approach to business process design with an emphasis on cross-functional inter-dependencies.
Participate and collaborate in requirement analysis, Quality Assurance (QA), User Acceptance Testing (UAT), and deployments, as well as sprint planning
Deliver SalesForce solutions on SalesForce Sales Cloud platform
Create and Deploy standard and custom packages to Salesforce production
Able to participate meaningfully in turnover with US-based staff
Two or more years of experience with Salesforce and extensions, with particular emphasis on CPQ, Service Cloud and Communities, in a support or business analyst role
SFDC Certifications in lieu of more extensive experience are a strong differentiator
Two or more years of experience developing business applications using Agile methodology
Salesforce Proficiency in the following subject areas :
Set up, Customization, Navigation
Roles, Permissions and Audit
Custom Forms Logic Creation, Modification
Product Creation and Price List Setup
Contracts, Sales Orders and Invoices
Data Analysis and Migration
Proficient in SOQL queries, data migration (Apex data loader), triggers, custom settings, validation rules, and Process Builder.
Experience in designing and implementing new Salesforce objects, workflow rules, custom layouts, and other standard Salesforce customization
Ability to analyse / identify gaps in functional / business requirements
Working knowledge of Product Development Lifecycle and DevOps Tools like JIRA
Proficiency with the Salesforce Deployment Process and tools like ANT, Change Sets and Force.com IDE
Working knowledge of Lightning Design System (LDS) and Lightning Components Development
Ability to work collaboratively in a creative, Agile environment and manage agile task assignments
Bachelor’s Degree or higher in Computer Science or related field or equivalent work experience
Skills that will set you apart :
Knowledge of Quote to Cash process
Working knowledge of Netsuite customization tools Saved Search, Workflows, Scripting
Experience with ETL tools like MuleSoft or Informatica Cloud
Hands on experience with StrongPoint for managing customizations and troubleshooting