SalesForce Application Support Analyst
Gurgaon, India
6d ago

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
  • Requirements

  • 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
  • Dashboards
  • 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 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
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