Do you want to change the world? We do, too.
SunPower is changing the way our world is powered every day with a passionate and driven team of more than 3,660 full-time employees in North America and the Philippines. SunPower provides world-class solar solutions to residential customers across the U.S. with a commitment to a superior customer experience. We welcome forward thinkers, freedom chasers and all those demanding better, cleaner energy to join us.
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
Don’t meet every single requirement? Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. At SunPower, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
Equal Employment Opportunity
The Company is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. The Company’s policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.
EOE Minorities/All Genders/Protected Veterans/Disabled
SunPower Supports EEO
Accommodation for Applicants to SunPower Corporation
SunPower Corporation is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need a reasonable accommodation due to a disability, you may use the following alternative email address to contact us about your interest in employment at SunPower Corporation: firstname.lastname@example.org. Please indicate in the subject that line of your email that you are requesting accommodation. Only candidates being considered for a position who require an accommodation will receive a follow-up response.
NOTICE TO ALL APPLICANTS AND EMPLOYEES
Availability of Affirmative Action Plan for Review
SunPower is a federal government contractor. As a part of the Company’s obligations under law, it must develop a written Affirmative Action Program (AAP) for the Disabled, Recently Separated Veterans, Armed Forces Service Medal Veterans, Disabled Veterans and Active Duty Wartime Or Campaign Badge Veterans and for Women and Minorities as specified by law. Non-confidential and non-proprietary aspects of the AAP are available for inspection by applicants and employees, consistent with applicable law, which will be made available during office hours by contacting the EEO Officer.