Vlocity is a design first company that believes in creating intuitive and beautiful enterprise software for the cloud.
We create compelling and innovative apps for the phone, tablet and web using the Salesforce platform. Our products help companies in specific industries: Communications, Media, Technology, Insurance, Healthcare and Public Sector – transform their customer experience, and improve their productivity.
This position, as part of Vlocity Global Support, has primary responsibilities for providing hands on functional troubleshooting, feature explanation, and best practice guidance for the suite of Vlocity products. The Support Analyst work environment is highly client focused and fast paced, operating globally to provide 24/7/365 technical support. A successful analyst operates efficiently in this climate, maintains composure, exhibits professionalism, understands our client's needs and delivers the highest level of client satisfaction. This role is a split role with primary responsibilities to Support functions but will also assist our Services Delivery teams on an as needed basis.
Provides development support via phone, chat and email, screen sharing, and video conference to Vlocity Clients. Assist clients with best practices and optimization with the suite of Vlocity products as well as integrating with Salesforce. Follow established support processes and procedures. Write and update Knowledge Articles ensuring that our customers and partners have the most up to date information. Exhibit exceptional time management skills. Client focused: provide high quality experience utilizing problem-solving and communication skills. Ability to effectively prioritize and escalate client issues as required - ability to communicate between a technical and non-technical resource is important. Share best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base. Troubleshoot highly technical issues that may involve VisualForce and Apex. A successful Support Analyst has both technical aptitude to resolve technical issues as well as an ability to develop an ongoing relationship of trust and reliability with customers is paramount. A proven ability to work remotely as part of a team but also with little direction is highly desired as you will work as part of the Global Support team.
Our customers are 24X7 and so is Global Support. Support Analysts will be required to be “On Call” during rotating weekends for Severity 1 Issues.
in English (Written and Verbal). Passion for Client Experience.
Excellent written and verbal communication skills. Action oriented with
strong organizational, analytical and problem solving skills. Highly
adaptable, fast learner, able to work with little direction and own
customer issues. Technical aptitude in support of learning the Vlocity
suite of products and solutions. Dependable, motivated, self-starter,
with the ability to work independently. Bachelor's degree in Computer
Science/MIS/Information Technology or equivalent work experience.
Experience with SAS product(s). Knowledge of Internet development
technologies (JSON, HTML, CSS, XML, API, SQL etc.) is preferred. 2+
Years minimum working with Salesforce.com in an administrative/developer
capacity. A full understanding of the Salesforce.com data model and
architecture. Working knowledge and capability to troubleshoot
Visualforce and Apex code.
Fluent in Italian (Written and Verbal) a big plus but not required. Experience with writing and troubleshooting VisualForce and Apex a plus. Salesforce Certified Administrator (ADM 201) - Additional Certifications a Plus. Experience with the Vlocity suite of Products including OmniScript and DataRaptor a Plus. Experience in the Insurance, Health Insurance, Telecommunications, and Public Sector industries a plus.
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