Associate Senior Technical Consultant
Skills
About the Role
You will provide global technical support for Conga CRM products. You will understand, evaluate, troubleshoot, debug and identify the root cause of issues reported by customers, resolving them in a timely manner. You will handle errors, user issues and any other technical problem that prevents customers from using the products, helping them use the solutions most effectively. You will investigate technical issues, prioritize and escalate as needed to ensure timely resolutions in line with client SLAs, and you will keep customer solutions up and running. You may be scheduled on rotational shifts within a 5am to 1am window to support customers across time zones.
Requirements
- 5-8 years of technical support experience, preferably in Salesforce, .Net or Java
- Knowledge of workflows, security setups, sharing rules, profiles and permission sets, validation rules and approval processes
- Experience with advanced SQL scripting, Java, .Net, SQL or SFDC
- Programming languages such as Visual Basic or C# are appreciated
- Proven experience in a client support or delivery role
- Strong troubleshooting and logical thinking abilities
- Understanding of how systems interact and integrate with each other
- Strong communication and interpersonal skills
- Willingness to work rotational shifts
- Bachelor's degree in Engineering or equivalent
Responsibilities
- Provide global technical support for Conga CRM products
- Troubleshoot, debug and identify the root cause of customer issues
- Resolve reported issues and address customer needs in a timely manner
- Handle errors, user issues and other technical problems preventing product usage
- Investigate technical issues and prioritize and escalate as needed in line with client SLAs
- Work rotational shifts between 5am and 1am when needed
