- Utilize broad knowledge of Salesforce Service Cloud to support internal and external customers as well as the companys programs though standard and available custom features .
- Collaborate with Data and Business Analysts, System Administrators, Development teams, and Customer Engineers to collect, interpret, analyze, and document use, functional, and technical requirements for new projects and enhancements.
- Must triage and share solutions/workarounds/status updates for known system issues , compile and prioritize new issues, and test/QA delivered solutions.
- Ensures effective processing of internal stakeholder support tickets submitted through JIRA by internal users for support on case team management, customer role/profile changes, attachment visibility, tools licensing, general tech support and use of the system(s), system downtime and case assignment corrections/redirections.
- Backup of administrative business operations around case support entitlement for contractually licensed customers, case assignment rule and queue, reports and dashboards, and other administratively controlled operational functions.
- Enabling users and supporting business needs through profile changes, reports type creation , validation analysis, sharing rules evaluation, and record/values configurations .
- Experience with Data Load, Import Wizard, and/or Workbench for database management tasks, including defining, preparing, and executing data corrections and alignment tasks .
- Create and execute user guides and process documentation for end users.
- Work with internal stakeholders (CE team, Finance, Engineering, Sales, etc.) to gather requirements, support, and develop functional work statements as needed .
- Excellent organizational, prioritization, and time management skills.
- Demonstrate a strong work ethic and ready to execute best practices for supporting the business.
- Customer support experience maintaining, triaging, and troubleshooting existing programmatic integrations with internal and external systems. Required if we take up Case API, otherwise not necessary
- Strong communication abilities and soft skills like organization are essential - Must be capable of addressing a diverse range of audiences.
Minimum Qualifications:
- 2+ years relevant work experience on Salesforce Lightning administration
- Bachelor in one of the following or equivalent experience: Business Administration, Business Operations, Data Analysis, Communication or Information Systems, or related field
- Expert level knowledge in MS Excel (current versions) and MS PowerPoint
Preferred Qualifications:
- Masters in Business Administration, Business Operations, Computer Science, Information Systems, or related field
- Salesforce Certified Administrator, Advanced Administrator, or Business Analyst
- Experience using, interacting and supporting established API or programmatic integrations
Minimum Qualifications:
- Associates degree in Business Administration, Management, Computer Science, Engineering, Computer Science, or related field.
- OR
- High School Diploma or equivalent and 2+ years of relevant work experience.
