L2 Application Support
Sunpower
Binan, LAG, PH
6d ago

Do you want to change the world? We do, too.

The energy market is roughly $4 trillion globally, and solar penetration is less than 1%. But just one hour of sunlight, if harnessed, could power the entire world for a year.

We have the opportunity to completely change the way energy is produced, distributed and consumed on a global scale, and we’re looking for talented, committed people to help us drive our growth and achieve our goals.

SunPower is a global solar energy solutions company with a rich heritage of pioneering the best energy technologies in the world.

Our solutions are unrivaled in terms of long-term reliability, efficiency and guaranteed performance, and our company is unmatched in terms of global reach and scale.

Through design, manufacturing, installation and ongoing maintenance and monitoring, SunPower provides its proprietary, world-record efficient solar technology to residential, commercial, and utility customers worldwide.

SunPower is changing the way our world is powered every day with a brilliant, passionate, and driven team of more than 2,000 in North America and the Philippines.

In an industry that is reshaping the world’s energy future, there’s no better place to be than SunPower.

We believe that our employees create our brand with each project, each communication, each task completed and each interaction.

Experience is critical to SunPower in regards to not only our customers but also our employees and dealer partners. As such, we strive to hire candidates that are service focused.

SUMMARY OF ROLE

SunPower is seeking for an L2 Application Support that will function initially as Salesforce L2 Support, who will be responsible in making sure that all platform and applications are available to all supported users in the organization during the required hours of operation.

The scope of support may change in the near future, where additional tasks that are not CRM related will be added to the workload.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following (other duties may be assigned) :

  • Work on Tier II incidents and request until resolution within a defined SLA (Service Level Agreement). Otherwise, groom tickets for proper endorsement to SME or appropriate channel / group.
  • Work with clients and team in the User Acceptance Testing for validation of solutions and workarounds to resolve client issues or request.
  • Participate in product and knowledge trainings, and realignment meetings to enhance and further develop technical skills needed to maintain an understanding and expertise in the functionalities of different platforms and applications and, how it is used within the organization.
  • Perform administrator functions such as user management, profiles, roles, permissions, rules, assignment rules, queues, licenses, or to what is define in SOD.
  • Run daily report for Sales impacting tickets and process according to severity of the issues or request.
  • Coordinate all Sales impacting issues or request to SMEs beyond GHD L2 support.
  • Attend or Facilitate P1 or P2 bridge and perform the initial troubleshoot and provide summary to production support slack channel.
  • Collect user requirements for enhancements to the system by facilitating appropriate internal discussions.
  • Work with end users to provide coaching around best practices and tips on Salesforce.
  • Create and maintain Support or end-user documentation or knowledge base article including internal processes
  • Conduct training GHD L2 Support, GHD L1 Support or to end users if needed.
  • Stay current with internal Salesforce releases and corresponding documentation / demo and provide discussion during Team Huddle.
  • Assist on User Acceptance Testing after migration or Salesforce maintenance as needed.
  • Perform Ad Hoc tasks as provided by management.
  • Attends and participates in meetings as required.
  • RELATED EXPERIENCE AND EDUCATIONAL REQUIREMENTS

  • Candidate must possess at least a Bachelor's / College Degree in Computer Science, Computer Engineering or other IT related courses or, similar working experience in the related field.
  • Knowledgeable and experienced in the use of different technological platforms and application, Digital and / or CRM Tools (Preferably Salesforce).
  • Customer focused attitude with ability to ask pertinent questions to understand the root cause of the issues and identify the business impact to drive priority and response plan.
  • Ability to interact professionally with a diverse channels and group, and subject matter experts.
  • Strong analytical and problem-solving skills
  • Strong prioritization and multitasking skills
  • Willing to work nightshift, weekends and US / PH holidays
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