Salesforce CPQ Support Specialist

Job Description:

Role Overview

We are seeking a talented Salesforce CPQ Support Specialist to provide L1 and L2 support, manage enhancements, and contribute to ongoing projects. The role involves troubleshooting, maintaining workflows, and ensuring the seamless operation of Salesforce CPQ functionalities. The ideal candidate thrives in a hybrid work model and collaborates effectively with business teams through tools like Jira, Monday.com, and ManageEngine.

Key Responsibilities

1. Support and Issue Resolution:
   • Provide L1 and L2 support for Salesforce CPQ issues and queries.
   • Resolve tickets using ManageEngine (Zoho) while maintaining SLAs.
   • Address support requests through business channels such as email, Slack, and ad hoc communications.
2. Enhancements and Projects:
   • Collaborate with business stakeholders to identify and implement CPQ enhancements.
   • Track and manage enhancement tasks using Jira and Monday.com.
   • Ensure timely delivery of CPQ-related projects and improvements.
3. Hybrid Work Coordination:
   • Engage with cross-functional teams onsite (3 days at Gainsight Hyderabad office).
   • Work remotely (2 days) while ensuring consistent productivity and communication.
4. CPQ Configuration and Maintenance:
   • Maintain and update Salesforce CPQ configurations as needed.
   • Troubleshoot and resolve pricing, quoting, and configuration issues.
5. Process Optimization:
   • Identify recurring issues and propose long-term solutions.
   • Contribute to documentation and knowledge-sharing initiatives to enhance support efficiency.

Required Skills and Qualifications

• Technical Expertise:
  • Hands-on experience with Salesforce CPQ (Configure, Price, Quote).
  • Familiarity with ticketing systems like ManageEngine (Zoho).
  • Proficiency in Salesforce administration, workflows, and troubleshooting.
• Project Management Tools:
  • Knowledge of tools like Jira and Monday.com for task and project tracking.
• Communication Skills:
  • Ability to effectively interact with business teams via multiple channels (email, Slack, etc.).
  • Strong verbal and written communication skills.
• Work Style:
  • Ability to work in a hybrid model and manage onsite and remote work effectively.
  • Availability for 3 PM to 11 PM IST work timings.

Preferred Qualifications

• Previous experience in a Salesforce CPQ support role.
• Salesforce CPQ Certification or Salesforce Administrator Certification.
• Knowledge of SaaS business models and CPQ best practices.