Location: Hybrid (3 Days at Gainsight Hyderabad Office, 2 Days WFH)
Working Hours: 3 PM to 11 PM IST
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
- 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.
- 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.
- 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.
- CPQ Configuration and Maintenance :
- Maintain and update Salesforce CPQ configurations as needed.
- Troubleshoot and resolve pricing, quoting, and configuration issues.
- 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.
