Devloit · Bangalore Bazaar, India ·
A 6-month contractor role in Bangalore providing technical support for the Copado platform (a Salesforce DevOps tool): managing support case queues, troubleshooting customer issues, writing knowledge base docs, and delivering training. Core skills are Salesforce, Copado, DevOps practices, and tools like XML, APIs, CLI, and SQL.
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Type of Hire : Contractor (06 months)
Role Summary
The Copado Support team is responsible for innovating, maintaining, and providing the best
customer experience and support to our users across all industries every day. Our users count
on our platform to be highly reliable, secure, and to preserve all of their customized integrations
every time we ship. This is a highly technical support role with opportunities for rapid
advancement. You will drive delivery and customer success for one of the fastest growing
applications in the Salesforce ecosystem
Key Responsibilities
● Manage case queues in accordance to customer agreements.
● Answer technical questions, solve technical problems, and suggest appropriate
workarounds related to Copado platform.
● Understand and advocate for customer needs.
● Resolve customer service issues and skillfully manage/troubleshoot complex customer
service problems.
● Manage customers‘ expectations and experience in a way that results in high customer
satisfaction.
● Develop and maintain technical expertise in assigned areas of product functionality and
utilize that expertise effectively to help customers.
● Create knowledge base materials dedicated towards operational efficiency.
● Research, document, and escalate cases according to procedure.
● Actively participate in job-related training and assist with the design and delivery of
product and other technical training.
● Review support cases for technical and troubleshooting accuracy.
● Identify product and services up-sell opportunities and describe Copado solutions to
customers in a way that is articulate, accurate, and persuasive.
Qualifications
● 2-3 years of prior experience in Salesforce and DevOps methodologies
● 1-3 years of prior experience in Copado
● 1-3 years of prior experience in Customer Support or DevOps.
● Knowledge of SaaS environments and Integrated Technologies.
● Knowledge of development technologies and tools (XML, APIs, CLI, SQL, error logs,
etc.).
● Specific experience and understanding of branching strategy and hosted version control
vendors.
● Knowledge of Node.js, React, Java, or Python is a plus
● Copado Admin and Developer Certifications.
BCE Global Tech