Datorama – Support Engineer Job Vacancy in Salesforce Hyderabad, Telangana – Updated today

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Company Name : Salesforce
Location : Hyderabad, Telangana
Position :

Job Description : To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
Job Category
Customer Success Group
Job Details
Global Support Agent is the first point of technical support for the end users of Datorama. The Agent will take ownership of all tickets assigned to the Global Support queues. The Agent is required to deliver in-depth technical support and strives for a high level of resolution. The Agent will use all available knowledge tools and resources and the ticketing system to achieve the defined KPIs. They are required to quickly diagnose and triage issues, resolve incidents and/or dispatch to the next resolving group according to the escalation process. They are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction.
Responsibilities
Identify and resolve customers’ requests/questions or incidents using relevant knowledge base tools or other technical resources.
Work with big data integrated in the Datorama platform in order to achieve the expected result from the end user side.
Troubleshoot API discrepancies;
Assist users with complex calculations (including javascript syntax);
Troubleshoot visualizations using numerous widgets, CSS code, HTML etc.
Work with complex data models in order to integrate and aggregate the data in the platform correctly.
Ensure excellent ticket documentation.
Follow best practice incident management processes to ensure the KPIs are met.
Comply with/complete global support specific or ad-hoc tasks (managed services tasks).
Meet support KPIs (Initial response time, Average resolution time, Clients’ feedback)
Requirements:
1-2 years of proven experience in a Technical Customer Service position (preferably in the B2B sector).
Excellent English communication skills, both written and verbal.
Extensive experience using Excel (Nice to have some experience in SQL).
“Problem Solving” character – Ability to apply analytical and investigative skills to resolve customer issues
Customer oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution
Team Player
Ability to work in shifts, including 24X7 support
Advantage: Good understanding of one or many of BI platforms (e.g. Qlik, Tableau, Power BI); Experience in ERP and/or Reporting and/or Analyzing; Experience in BI projects;
Advantage: Knowledge in JavaScript , HTML and CSS
Professional experience –
2 year of experience in one of the following roles:
Technical Support in a SaaS company – it’s important to make sure the support is not IT oriented – we’re less interested in people that have wide knowledge in networks and routers, but more knowledge in data, analysis and different integrations (API/HTTP knowledge). Preferably Tier 2+ support, not Tier 1.
Experience in BI projects – any project that is related to dealing with Big Data.
Education –
Degree in a quantitative subject as Mathematics, Statistics, Informatics, Economics, Physics or Business is preferable;
Skills –
Problem solving – any aspect of problem solving experience (whether as support agent or other roles)
Big data/Analytics – experience working in big data companies / roles.
Accommodations
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