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[New Job Vacancy] Lead Salesforce Support Analyst job in Genesys, (Chennai, Tamil Nadu) – Jobs in Chennai, Tamil Nadu

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Job Opening details:-
Company Name :-
Genesys
Position Name :-
Lead Salesforce Support Analyst
Company Location :-
Chennai, Tamil Nadu
Job Category :-
Back Office jobs

Full Job Description :-
Job Description
Job Title: Lead Salesforce Support Analyst
Department & Team: IT Applications – GTM
Reports to: Santhosh N
Location: Chennai / Hyderabad

Key Responsibilities:
Candidate should be able to lead a team of resources to provide L1/L2/L3 Support, Monitor and provide support to production streams and help business users with expert knowledge on all supported applications.
will develop, co-ordinate and promote the effective functioning of problem management activities by working with support manager
Candidate should be able to troubleshoot (review, analyze and resolve) production issue including job failures, and be able to apply code fixes on an as needed basis.
Candidate should be able to work with Business partners to analyze and resolve their queries and ensure compliance to all controlled processes according to business and IT requirements.
Develop and maintain a professional relationship with all stakeholders within IT and Business teams and provide support.
Monitor and attend to all alerts and escalate production issues as needed to relevant teams and management.
Responsible for being hands on operations and support within Salesforce environment and integrations
Apply advanced troubleshooting techniques to provide unique solutions to our customers’ individual needs
Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalate appropriately
Drive projects that improve support-related processes and our customers’ technical support experience with minimal guidance
Take ownership of creating knowledge base to document routine issues and troubleshooting approaches
Mentor and train team members on support process and compliance process

Required Skills & Experience:
6+ years of experience working in Salesforce.com. • Should be comfortable working on operations support, with prior experience in support. • Should have strong techno- functional knowledge on Sales Cloud or Service Cloud. Any experience in Salesforce CPQ & Billing would be added advantage. Well versed with Salesforce technology. • Independently able to participate in Org initiatives. • SFDC technical knowledge of on Application Configuration, Customization – using Triggers, Visual force, Apex classes is required to trouble shoot the production issues.

About Us:
Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.com, Twitter, Facebook, YouTube, LinkedIn, and the Genesys blog.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
Covid-19:

Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time.

As our Covid-19 task force and internal teams plan to reopen our global offices, the policies and procedures will continue to be updated.
About Genesys:
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com
Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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