Salesforce Customer Support Engineer

Found in: Appcast US C2 - 8 hours ago

Houston, United States DKMRBH Inc. Full time

Role- Salesforce Customer Support Engineer

Location- West Houston (15mins west from Heart of downtown) 4-5 days a week (Onsite)

Duration- 6 months C2H

JD:

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:

a. Systematic problem-solving approach, coupled with effective communication skills and a sense of drive

b. Flexible and proactive/self-motivated working style with strong personal ownership of problem resolution

c. Ability to prioritize multiple concurrent tasks in a fast-paced Support environment

d. 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

Salesforce Administrator certification

Working knowledge of the MuleSoft platform; hands-on experience a big plus

Experience working in onshore/offshore team model

Experience supporting large Customer base (> 500 Users)

Experience supporting complex Technology stacks

EXPERIENCE

Minimum 3 years in Salesforce configuration role

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