SalesForce Application Support Analyst

SalesForce Application Support Analyst

Gurgaon, India

About Us

With electric vehicles (EVs) expected to be nearly 30% of new vehicle sales by 2025 and more than 50% by 2040, electric mobility is becoming a reality. ChargePoint is at the center of this revolution, powering one of the world’s leading EV charging networks and a comprehensive set of hardware, software and mobile solutions for every charging need. We bring together drivers, businesses, automakers, policymakers, utilities and other stakeholders to make e-mobility a global reality.

Since our founding in 2007, ChargePoint has focused solely on EV charging and established a business model that's been validated by more than a decade in business and thousands of customers. As now a public company, we remain focused on broadening our market leadership and building on years of innovation. ChargePoint offers a once-in-a-lifetime chance to build our all-electric future and dominate a trillion-dollar market. 

Join the team that is building the EV charging industry and make your mark on how people and goods will get everywhere they need to go, in any context, for generations to come.

Reports To

Director IT

What You Will Be Doing

The SalesForce CPQ Support and Application Developer position at ChargePoint, Inc. is an opportunity for a seasoned business applications support engineer to make a significant contribution to ChargePoint's growth and maturation.  In this role, you will share responsibility for application support, development and maintenance of SalesForce and functional extensions. 

You will focus on Level 2 activities, supporting complex business processes that require both technical and business insight. Some development work will be required as part of Level 2 activities. You will also perform administrative duties such as adding user accounts to business applications, resetting passwords and other routine tasks when escalated from Level 1, but this is not a focus. Since this role is located in India, you must have excellent communication skills to understand reported problems and communicate solutions. Patience and a helpful attitude are crucial to success in this role.

This position would suit a self-motivated, results-oriented individual who is comfortable in an entrepreneurial environment and has experience in working effectively with and providing world-class service to customers.    This hands-on support role requires technical knowledge, the skills to fix bugs implement enhancements, and an ability to communicate clearly and effectively.   

What You Will Bring to ChargePoint

• Provide support and remediation across multiple applications, including Salesforce CPQ, Netsuite, Arena, Expensify, Coupa, and our proprietary Network Operation System
• Cover both Level 1 (e.g. – user account creation, password resets, etc.) and Level 2 activities (e.g. – troubleshooting, problem resolution, business analysis) with a focus on Level 2
• Service tickets submitted by users through the IT Service Desk for Salesforce, Netsuite and Coupa
• Analyze Apex, Visualforce, and triggers to identify problems
• Walk the customer through the problem-solving process
• Provide basic how-to application usage instructions to customers
• Liaise with Level 3 resources at ChargePoint in Campbell and with India-based developers on bugs and enhancements
• Monitor the results of scheduled interfaces and integrations e.g. – Salesforce/Netsuite, 3PL/Netsuite, EDI) as instructed
• Escalate unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Document processes and procedures to resolve issues
• Identify and suggest possible improvements on procedures
• Perform the work within the constraints of published Service Level Agreements (SLAs)
• Take a strong analytical approach to business process design with an emphasis on cross-functional inter-dependencies.
• Participate and collaborate in requirement analysis, Quality Assurance (QA), User Acceptance Testing (UAT), and deployments, as well as sprint planning
• Deliver SalesForce solutions on SalesForce Sales Cloud platform
• Create and Deploy standard and custom packages to Salesforce production

Requirements

• Able to participate meaningfully in turnover with US-based staff

• Two or more years of experience with Salesforce and extensions, with particular emphasis on CPQ, Service Cloud and Communities, in a support or business analyst role
• SFDC Certifications in lieu of more extensive experience are a strong differentiator
• Two or more years of experience developing business applications using Agile methodology
• Salesforce Proficiency in the following subject areas:
  • Set up, Customization, Navigation
  • Roles, Permissions and Audit
  • Custom Forms Logic Creation, Modification
  • Dashboards
  • Product Creation and Price List Setup
  • Contracts, Sales Orders and Invoices
  • Data Analysis and Migration
• Proficient in SOQL queries, data migration (Apex data loader), triggers, custom settings, validation rules, and Process Builder.
• Experience in designing and implementing new Salesforce objects, workflow rules, custom layouts, and other standard Salesforce customization
• Ability to analyse/identify gaps in functional/business requirements
• Working knowledge of Product Development Lifecycle and DevOps Tools like JIRA
• Proficiency with the Salesforce Deployment Process and tools like ANT, Change Sets and Force.com IDE
• Working knowledge of Lightning Design System (LDS) and Lightning Components Development
• Ability to work collaboratively in a creative, Agile environment and manage agile task assignments
• Bachelor’s Degree or higher in Computer Science or related field or equivalent work experience

Skills that will set you apart:

• Knowledge of Quote to Cash process
• Working knowledge of Netsuite customization tools – Saved Search, Workflows, Scripting
• Experience with ETL tools like MuleSoft or Informatica Cloud
• Hands on experience with StrongPoint for managing customizations and troubleshooting

Location

Gurgaon, India (We are okay with remote location candidates)

We are committed to an inclusive and diverse team. ChargePoint is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.

If there is a match between your experiences/skills and the Company needs, we will contact you directly.

ChargePoint is an equal opportunity employer. 
Applicants only - Recruiting agencies do not contact.