Salesforce Customer 360 Support Engineer
Horizontal Talent

Job Info

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Onsite / hybrid near Houston, TX

L2 Salesforce Customer 360 Support Engineer (Career stage SA L1)

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

• 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 4 years in Salesforce configuration role

LOCATION

• Client site (West Houston)

EDUCATION
• Bachelor's degree required and degree in Computer Science or related field preferred.

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