Application Support Analyst

Roles and Responsibilities:

• Respond to and troubleshoot customer support inquiries related to Trailhead trails, modules and super badges. This will involve debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved.
• Seek opportunities to create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the Trailhead community.
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
• Coordinate with Product Management, Content and Marketing teams in identifying, reporting, and resolving product issues.
• Support the Trailhead help team as needed for program development and additional projects.

• Work during AMER hours (Eastern/Pacific Standard Time - 5.30 PM/8.30 PM IST onwards

depending on Day Light Savings Time), work hours can change depending on Business

requirements

Required Skills/Experience:

• BA/BS degree in a technical field preferred with a strong academic record.
• 2-5 years of experience in engineering / programming work experience.
• Visualforce, Apex code, Lightning components, Lightning web components, VSCode, Salesforce DX, packaging and deploying using ANT tool, building web services, with an ability to communicate technical concepts clearly and effectively.
• Hands on experience in integration(REST and SOAP) and JavaScript.
• Understanding of database concepts and data management (RDBMS) and SQL.
• Programming abilities in one or more of the following languages: Java, PHP, Python, Ruby, .NET, and Perl.
• Highly organized with excellent attention to detail.
• Excellent written and verbal communication skills. Proven history of strong phone/email/chat

contact handling skills and active listening, with an ability to adapt/respond to customer of 
different regions.

• Proven ability to meet project timelines with quality results.
• Proven ability to understand complex processes and problem-solve.
• Ability to learn new tools and processes quickly and apply skills to projects.
• Ability to prioritize and balance multiple tasks and ongoing projects; ability to estimate time required to complete projects and meet deadlines; ability to report on progress against tasks and projects
• Knowledge of Microsoft Excel, Word, and PowerPoint.
• Knowledge of cloud-based applications and web meeting / video conference applications.

Desired Skills:

• Previous experience with Salesforce.com CRM and its technologies.
• Prior experience in customer support domain.
• Passionate about educating the world with Trailhead.
• Trailhead Ranger status, preferably with the majority of badge completions in the programmatic domain
• Completion of Superbadges would be an addition.
• Good to have skills on MuleSoft, Marketing cloud and Heroku.
• Salesforce Administrator, Salesforce Developer and Salesforce Platform Developer certified.
• Any other additional Salesforce certification would be an added advantage.