Job Description -
Job role - L2 Salesforce Customer 360 Support Engineer (Career stage SA L1)
Senior Associate- Salesforce Customer Support Engineer (over 4 years of experience)
Location- West Houston, TX (15mins west from Heart of downtown) 4-5 days a week (Onsite) (Need Local Candidate with DL proof)
Duration - 6 months
Must have LinkedIn profile
JOB PURPOSE
This position will provide "Level 2 Support" for all Salesforce application and production environment issues, user support queries and requests.
JOB RESPONSIBILITIES
Below are key role and responsibilities for this position:
Technical Support:
- Configure and administer the Salesforce Customer 360 platform
- Collaborate with multiple departments to integrate functions and data into Salesforce Customer 360
- Ensure high data quality and integrity within the Salesforce system
- Train and support users in using Salesforce Customer 360 platform effectively
- Liaise with Salesforce Consultants and other System Vendors for external support and system enhancements as needed
Platform Customization and Configuration:
- Work closely with CRM administrators and business stakeholders to understand requirements and customize C360 accordingly
- Implement enhancements and optimizations to improve the efficiency of customer data management and CRM processes, as requested.
- Maintain connector(s) between Salesforce 'Core' orgs and Salesforce Marketing Cloud
Incident Management:
- Respond to and resolve Salesforce support tickets within agreed-upon service level agreements (SLAs)
- Document and track incidents, providing timely updates to stakeholders on the resolution progress
- Conduct root cause analysis for recurring issues to prevent future occurrences
- Contribute to knowledge repositories, documenting issue resolution
Collaboration and Project Management
- Collaborate with CRM administrators, IT teams, and external vendors to ensure seamless integration and support of the C360 platform
- Participate in meetings and discussions to gather requirements, provide technical insights, and contribute to decision-making processes
Training and Documentation:
- Create and maintain documentation related to Salesforce 'Core' configurations, customizations, and support processes
- Provide training and support to end-users and internal teams on Salesforce 'Core' functionality
Stay Updated:
- Stay informed about the latest features, updates, and best practices related to Salesforce
- Actively participate in training programs and certifications to enhance technical expertise
Personal Attributes:
- Systematic problem-solving approach, coupled with effective communication skills and a sense of drive
- Flexible and proactive/self-motivated working style with strong personal ownership of problem resolution
- Ability to prioritize multiple concurrent tasks in a fast-paced Support environment
- Ability to communicate effectively within the Team and to Business Users
SKILL REQUIREMENTS
Must Skills
- Have some exposure to ITIL processes like Incident Management, Problem Management, and Knowledge Management etc.
- Have experience working collaboratively with Salesforce Administrators and Business Users to understand requirements and customize C360 accordingly
- Have experience in a Business Analyst role including requirements gathering, story grooming, and testing
- Have basic understanding of technical troubleshooting and root cause analysis
Preferred Skills
EXPERIENCE
Minimum 3 years in Salesforce configuration role
LOCATION
- Client site (West Houston)
EDUCATION
• Bachelor's degree required and degree in Computer Science or related field preferred.