Technical Support Engineer

Apsona is a growing company in the Salesforce ecosystem with thousands of delighted customers, many of whom are large non-profits & educational institutes. Our products empower Salesforce admins with powerful reporting, document generation, data tools, and more.

Unlike other startups, we are already profitable. We have thousands of customers who truly love our products. Our products cater to any Salesforce customer, offering us huge growth potential. At Apsona, you'll enjoy the perks of a startup – room for growth, diverse responsibilities, and key decision-making opportunities – without the usual risks. Be part of our proven success story at Apsona – an exciting yet secure journey awaits.

Role: Technical Support Engineer (B2B SaaS with Salesforce Admin Experience)

Employment Type: Full Time, Permanent

Location: Bangalore, Karnataka

Timezone: 3pm - 12pm IST & 8 PM - 4 AM IST (Rotational)

Workplace Type: Hybrid (2 days remote working)

We are looking for a dynamic, customer-focused individual to join our team as a Customer Support Associate. The ideal candidate will be passionate about delivering exceptional customer service, with a strong understanding of the Salesforce platform. In this role, you will provide top-tier support to customers, troubleshoot Salesforce-related issues, and assist with documentation for product features and processes. Experience with Salesforce administration and certification is preferred.

You will be responsible for:

Product Support

• Stay updated on all the Apsona products and services to assist customers effectively.
• Provide accurate information, troubleshoot, and guide customers through diagnostic steps for Salesforce-related queries.
• Respond promptly to customer inquiries via email, phone, or virtual meetings.
• Collaborate with technical teams to research and resolve complex product and Salesforce-related issues.
• Document critical customer information, feedback, and issues for internal use and ensure timely updates.
• Share customer feedback with relevant departments to drive product and service improvements.

Salesforce Admin Support

• Assist customers with Salesforce administration tasks such as managing user permissions, automation, and data management.
•  Help resolve issues within Salesforce instances, focusing on integration with Apsona products.
• Guide customers on how to optimize their Salesforce environments for better performance using Apsona products.

Customer Onboarding and Training

• Onboard new customers by providing clear instructions on Apsona product setup within Salesforce.
• Provide training and support on Salesforce admin tasks to ensure customers can maximize their use of Apsona products.
• Follow up with customers to ensure they are satisfied with the onboarding process and continue to use our products effectively.

Collaboration & Feedback

• Work closely with cross-functional teams to provide customer insights and assist with product improvements.
• Help generate interest in new products and refer customers to the sales team when appropriate.
  

• A customer-oriented professional with a passion for providing high-quality service.
• Experienced in Salesforce administration, with a strong understanding of Salesforce tools and functionalities.
• Excellent written and verbal communication skills, with the ability to explain technical issues in a simple, accessible manner.
• A problem solver who can diagnose and resolve customer issues efficiently.
• Comfortable working independently and as part of a team in a fast-paced environment.
• Motivated to stay updated on Salesforce features and Apsona product offerings.
  

• Minimum 3 years of experience in a customer support role, with a solid understanding of Salesforce.
• Salesforce Admin Certification is preferred.
• Strong knowledge of Salesforce CRM, including reporting, dashboards, data management, and automation tools.
• Exceptional communication and interpersonal skills.
• Strong organizational skills with the ability to manage multiple tasks and priorities.
• Proficiency with SaaS tools or the ability to quickly learn new software applications.
• Experience working in a B2B SaaS environment is a plus.
  

• Competitive salary package.
• Opportunities for growth and professional development.
• Collaborative and supportive work environment.
• Access to company training programs to enhance skills.

Join our team and become a vital part of delivering a world-class customer experience at Apsona. If you're passionate about Salesforce and helping businesses thrive, we’d love to hear from you!