Role Summary: ServiceMax product experience is a plus, but not mandatory
Deliver world class maintenance and support services to ServiceMax customers. With your excellent technical and troubleshooting skills with mission critical SaaS applications, assist ServiceMax customers in using and resolving day to day product questions for the ServiceMax Field Service products.Using your excellent communication, you will resolve customer issues in a high-quality manner, measured through customer satisfaction. The Technical Customer Support Engineer acts as the first point of contact for all ServiceMax Customers. Capture, understand and reproduce the customer issue and take the appropriate actions to root cause and resolve, in a satisfactory manner.
Job Responsibilities:
- Service customers by logging, replicating, troubleshooting and resolving technical support cases
- Operate effectively, clearly, and succinctly in an unstructured environment and demonstrate an awareness of the full breadth of services offered by the ServiceMax.
- Primarily focus on resolving customer cases, developing knowledge as a result of case closure.
- Communicate updates and resolutions, as well as questions and clarification in a written and verbal manner.
- Advocate / be the voice of the customer withing ServiceMax.
- Manage the client relationship for ServiceMax and support new business development activities.
- Engage with customers to reactively and proactively, address requests for service
- Assisting your team members in the on-time closure of any outstanding customer cases as needed.
- Continuous management and upkeep of Customer.
- Meet or exceed the SLA’s, Case Quality and Customer Satisfaction (CSAT) score per the company standards.
- Collaborate with customers and ServiceMax functional teams to integrate, implement software updates, change requests and application support activities.
- Assess the business impact of customer issue raised and update the stakeholders about such impact.
- Create Knowledge articles and peer review of articles for resolved customer issues.
Skills/Experience – Required
- 3-5 years of experience in providing technical product support solutions for customers
- 3-5 years of Information Technology experience.
- Exposure to Salesforce.com CRM product is a MUST
- Salesforce work experience is mandatory. Should have worked in one Salesforce support project.
- Strong communication skills, both written and verbal
- Strong client interfacing skills
- Sound knowledge and hands-on exposure to a major Relational Database Management System (Oracle and/or SQL*Server preferred)
- Experience supporting mobile applications interfacing with SaaS applications, including experience with iOS, Android and Windows mobile
- Ability to work in a globally distributed team environment, liaising with on-site teams and customers.
- Must be able to work in a remote environment.
- Ability to adjust your work schedule to cover extended hours and weekends.
- Ability to work independently and be a self-starter
- Demonstrated ability to learn quickly in a fast-paced, multi-tasking development environment
- Strong presentation skills with ability to effectively present his/her point of view to a variety of audiences
Skills/Experience - Desirable
- Bachelor’s degree in information technology or relevant work experience.
- Salesforce Application/ ServiceMax product experience is desirable
- Strong experience with technologies supporting SaaS applications, including XML, Web Services, HTML, Java and JavaScript.
- Salesforce Administration certification ADM201 or ADX201.
- Experience with cloud delivery platforms, with AWS experience a plus
- Experience Coding, testing and debugging applications programs.
- 1 or more years of exposure to Field Service domain or experience supporting/implementing Field Service applications and or the equivalent number of years supporting/implementing FS applications.
