About Copado

Copado is the leading DevOps platform for Salesforce, revolutionizing how the world's largest organizations achieve success in their Salesforce deployments. Our mission is to accelerate the Salesforce development lifecycle, support digital transformation, and deliver unparalleled value to our customers. We continuously innovate, ensuring our platform meets the evolving needs of Salesforce developers and operations professionals.

Job 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 and salary adjustment.

Copado seeks a talented, hardworking individual with great energy, leadership, and initiative to drive delivery and customer success for one of the fastest growing applications in the Salesforce ecosystem. We provide our employees with flexible working environments and competitive benefits in all of our global offices, along with the opportunity to grow with the Company.

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
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
Complete assigned projects responsibilities

Qualifications & Experience

1-5 years of prior experience in Salesforce
1-5 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, Copado and Salesforce working knowledge and experience
Familiarity with Git repositories
A love for building relationships and have a proven track record of using your incredible problem-solving and interpersonal skills to achieve success goals
Demonstrated analysis, problem solving, and troubleshooting expertise
Detailed, organized, and results-oriented
Flexible schedule, willingness to work nights and weekends as needed
Ability to effectively prioritize and escalate customer issues as required
Excellent written and verbal communication skills, both in English
Experience working with remote teams and a global client base
Comfortable interacting with all levels of management
Ability to multi-task and perform effectively under pressure
Copado Admin and Developer Certifications

Work Location & Shift Details

Work Mode: Work from Office (WFO)
Location: Jaipur, Rajasthan
Working Hours: US Time Zone (Night Shift)
Shift Timings: Typically between 6:00 PM – 3:00 AM IST (subject to project needs)
Candidate must be comfortable with full-time night shift and working from the office 5 days a week

Copado is Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Copado does not accept unsolicited headhunter and agency resumes. Copado will not pay any third-party agency or company that does not have a signed agreement with Copado.

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