Support Engineer - Salesforce

ABOUT TEMENOS

Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We have been doing this for over 30 years through the pioneering spirit of our Temenosians who are passionate about making banking better, together.

We serve over 3000 clients from the largest to challengers and community banks in 150+ countries. We collaborate with clients to build new banking services and state-of-the-art customer experiences on our open banking platform, helping them operate more sustainably.

At Temenos, we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.

VALUES

Care about transforming the Banking landscape.

Commit to being part of an exciting culture and product evolving within the financial industry.

Collaborate effectively and proactively with teams within or outside Temenos.

Challenge yourself to be ambitious and achieve your individual as well as the company targets. 

Role Overview

We are seeking an experienced Salesforce Support Engineer to join our Support team in Hyderabad, India. The ideal candidate will be responsible for Supporting BSG, Sales, Legal, Finance & Marketing teams. This role involves understanding the business issue and providing quick and effective resolutions

Customer Experience:

• The expert should be very good in customer handling, critical escalation management, multi-tasking and documenting technical information
• Close coordination with cross-functional teams (BSG, Sales, Product, Pricing, Finance…)
• Maintaining a very good relationship with business
• Manage customers; expectations and experience in a way that results in high customer satisfaction
• Develop and maintain technical expertise in assigned areas of product functionality and utilise that expertise effectively to help customers

Case Management:

• Monitoring cases and acknowledge
• Resolve cases with effective & efficient manner
• Identify recurring cases help in permanent fixes
• Meet the monthly goals on KPI such as response time, resolution times
• Proactive in handling cases and prioritize based on impact & urgency and resolve

Automation & Continuous Improvement

• Identify recurring issues and propose permanent fixes
• Build knowledge articles for recurring & critical issues
• Automation of manual activities

REQUIRED QUALIFICATIONS

• 4 to 5 Years of fulltime experience in Salesforce
• Minimum 1 year experience on Conga CPQ
• Good experience in Production Support & Maintenance of Salesforce
• Good experience in Case management
• Good Knowledge in Lightning environment
• Experience in Sales cloud, exposure to Marketing cloud
• Hands on experience with the Force.com developer toolkit - Apex Classes, Apex Triggers, Visualforce, Force.com IDE, Migration Tools, SOQL.
• Hands on experience in building custom objects, process builders, Flows, reports
• Good analytical & problem solving skills
• Good communication skills and effectively co-ordinate with internal and external stakeholders
• Ready to learn new concepts
• Good to have ADM & PD1 certifications
• Flexible in time

• Experience or understanding of Conga CPQ or any CPQ systems.
• ADM & PD1 certifications

Required (at least one)

• Salesforce Certified Administrator
• Platform Developer I
• Experience Cloud Consultant

Preferred (good to have)

• Sales Cloud / Service Cloud / Marketing Consultant
• AI Associate / AI Specialist
• Agentforce Specialist

SOME OF OUR BENEFITS include:

• Maternity leave: Transition back with 3 days per week in the first month and 4 days per week in the second month

• Civil Partnership: 1 week of paid leave if you're getting married. This covers marriages and civil partnerships, including same sex/civil partnership

• Family care: 4 weeks of paid family care leave

• Recharge days: 4 days per year to use when you need to physically or mentally needed to recharge

• Study leaves: 2 weeks of paid leave each year for study or personal development 

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