Website Salesforce
Position Summary:
The ideal Proactive Services Engineer is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, has excellent problem solving and analytical skills, is able to learn new technologies quickly, use their time efficiently, and helps to elevate the team.
As a Proactive Services Engineer, you’ll be part of a team of problem solvers who are passionate about working in a fast-paced, highly dynamic, client-centric environment.
Key Responsibilities:
- Meet with Customers to understand and capture their business context and requirements for monitoring
- Define, follow-through, and action plans to case resolution
- Meet with Customers on a regular basis to review service value, trends and facilitate any updates to the agreed monitoring plan
- Assist clients in optimizing their use of the application platform via workflow guidance or by identifying automation, proactive monitoring, and integration opportunities
- Troubleshoots custom-solutions, and devise alternative customization approaches to alleviate congestion, handle failures, or accommodate demand
- Creation of Knowledge Article templates to be used by others within Proactive Services team
- Manage escalations and expectations for both the client and Internal personnel
- Provide expert-level support to high touch clients
- Track and maintain all client communications and case documentation in Salesforce
- May require occasional work outside of normal business hours, holidays, and some weekends.
- Working hours will align with the region of customers supported.
Required Education & Experience:
- Knowledge of Internet development technologies (HTML, XML, API, SQL etc.) is required
- Bachelor’s degree or equivalent work experience
- Dependable, motivated, self-starter with the ability to work independently
- Strong technical aptitude in support of learning Salesforce application and solutions
- Excellent written and verbal communication skills to engage with our top customers
- Highly adaptable, fast learner, and resourceful
- 3-5 years of prior relevant experience
- Ability to collaborate cross-functionally on a global scale
- Action oriented with strong organizational, analytical, troubleshooting and problem solving skills
- Passion for delivering outstanding customer experience