Address
Form of workResponsible for CES's handling of development inquiries and support of all severities, as well as implementing and finding ways to prevent customer issues through proactive support and monitoring.
Essential functions of the job include but are not limited to:
- Serve as a Trusted Advisor in conversations with our clients armed with best practices for client lead implementation of CES product offerings.
- Serve as a Subject Matter Expert (SME) exhibits the highest level of expertise in providing Access Genius Support.
- Responsible to review, improve, and approve technical work; to guide others; and to mentor or teach, as needed
- Understand how CES customers deploy our product offerings (integration points, implementation setup, etc.) and ensure we understand how they measure success from their implementation strategy.
- The Signature Support Engineer independently identifies technical issue route cause through basic data queries and identifies steps for resolution of technical issues for urgent matters.
- Lead the resolution of critical technical issues, providing prompt and complete resolution to technical challenges.
- Formalizes and establishes a framework for managing and triaging client inquiries.
- Creates and maintains documentation around normal and standard client inquiries for more succinct client response.
- Advocate for CES customer's priorities internally within AG product roadmap.
- Liaise and work closely with the AG Product team on escalated technical issues for inclusion in the product roadmap.
- Assist client technical leads in troubleshooting their integration with CES product offering deployment APIs and Salesforce integration.
- This will involve providing high level recommendations for debugging, troubleshooting, and resolving client deployment challenges.
- Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community.
- Share best practices with team members to enhance the quality and efficiency of customer support.
- Facilitate and lead daily standup meetings with off-shore resources.
Qualifications
Minimum Required:
- Bachelor's degree in Computer Science or equivalent experience
- 5+ years of prior experience in Technical Support/Services related role
Other Required
- Comfortable interacting with all levels of customer and internal management
- Ability to multi-task and perform effectively under pressure
- Understanding of Internet technologies
- Familiarity of database concepts and data management (RDBMS) and SQL
- Familiarity of both the front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back end (.Net, SQL) software development
Preferred:
- Database and relational data structures
- Familiarity of Object-Oriented design and core programming concepts
- API Programming or Software Development
- Software Design Lifecycle
- Salesforce workbench code experience
- CRM domain knowledge & Any Salesforce Certification
- Previous experience with Salesforce CRM and its technologies
- Experience providing SaaS support
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