We're Celonis, the global leader in Process Mining technology and one of the world's fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing data and intelligence at the core of business processes - and for that, we need you to join us.
The Team:
The Customer Support Organization at Celonis strives to be a world-class support organization by providing exceptional assistance to our customers in navigating and optimizing their technical software experience. With a commitment to excellence, our dedicated team of experts ensures prompt and effective resolutions, elevating Celonis users' satisfaction to new heights.
The Role:
As Intern for the Customer Support organization, you will support the day-to-day needs of the support engineers who are using the tool. Additionally, you will manage end-to-end QA testing, bug identification/reporting and enhancement requests.
The work you’ll do:
⦁ Collaborate with the customer support teams to understand their workflow, processes, and pain points within Salesforce.
⦁ Work closely with customer support leadership to gather and document detailed requirements for Salesforce enhancements.
⦁ Submit identified enhancements to the CRM team including detailed requirements/user stories.
⦁ Monitor the customer support tools slack channel and provide ongoing support and troubleshooting assistance to engineers, ensuring their effective utilization of Salesforce Capabilities.
⦁ Submit any found bugs to the CRM team for resolution and alert the CS engineers about the bug and any suitable workaround and ETA for resolution. Follow the bug through resolution, perform appropriate QA testing and alert the engineers once the bug has been resolved.
⦁ Perform QA testing in both staging and production environments pre and post release and report any issues to the CRM team as required.
⦁ Develop and deliver enablement / training session for new/updated functionality.
The qualifications you need:
⦁ Pursuing a Bachelor’s Degree in Computer Science, Information Systems, or related field.
⦁ Interest/experience in either IT Service Management or Customer Support
⦁ Interest/understanding of ITIL or support processes in a technology-related environment.
⦁ Interest/knowledge of Project Management methodologies (Scrum, Agile, PMI, etc.)
⦁ Excellent problem-solving skills, with the ability to identify and implement effective solutions.
⦁ Strong communication skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders.
⦁ Strong leadership and project management skills, with the ability to manage bug fixes and enhancement requests from identification through completion/resolution.
⦁ Ability to influence without authority across a services team.
⦁ Knowledge of Salesforce Service Cloud, Jira Service Management, Support Logics, Datadog, OpsGenie, Slack and application integrations is a plus.
What Celonis can offer you:
About Us
Since 2011, Celonis has helped thousands of the world's largest and most valued companies deliver immediate cash impact, radically improve customer experience and reduce carbon emissions. Its Process Intelligence platform uses industry-leading process mining technology and AI to present companies with a living digital twin of their end-to-end processes. For the first time, everyone in an organisation has a common language about how the business works, visibility into where value is hidden and the ability to capture it. Celonis is headquartered in Munich (Germany) and New York (USA) and has more than 20 offices worldwide.
Join us as we make processes work for people, companies and the planet.
Celonis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Different makes us better.
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