Senior Salesforce Administrator

1 week ago

Taguig, National Capital Region, Philippines Concentrix Full time
Senior Salesforce Administrator - World's Biggest Search Engine Account (TAGUIG)

Networks & Systems Administration (Information & Communication Technology)

Are you ready to POWER UP your skills? Take the leap and join Concentrix's League of TOP-NOTCH TALENTS Prepare for an Extra-Ordinary Journey where you not only Collaborate with Industry Champions but also immerse yourself in an Innovative Workplace filled with Laughter, Continuous Learning, and Limitless Opportunities. Join the Leading Global Provider of CX and Tech Services and seize this moment to #JoinConcentrix

Job Summary: The Senior Salesforce Administrator (Lead Salesforce Administrator) will Take the Lead in Resolving Complex Support Case(s) while Maintaining Service Level Agreement(s) and Customer Satisfaction ('CSAT') Target(s). You will Handle Case Consult(s) and Escalation(s) from Level 1 and Level 2 Agent(s), Carry Out Technical Case Review(s), Debug Customer Issue(s), Review Test Sample(s), and Provide Solution(s). You will Promote and Contribute to Team Efficiency by Creating and Maintaining FAQ(S), How-To(s), and Knowledge-Base Article(s) Focusing on Different Support Processes on Case Handling, Escalation(s), Hand-Off(s), Bug Filing, Case Routing, and Case Root-Cause Categorization(s).

Essential Duties and Responsibilities:

  • Ensure Customer Success by Answering and Resolving Technical Support Case(s) from Typical Contact Center Customer(s) via Email, Chat, and Google Meet - while also Adhering to Core Operational Processes (i.e. Update Issue Tracker, Escalation Matrix, Engaging Partner Team(s)) and Meeting Response SLO(S) and High Level of Customer Satisfaction - Develop Familiarity with Key Documentation(s) Related to Product(s) Under Support - Consistently Direct Customer(s) to Correct Documentation(s) in Order to Ensure Customer Success
  • Contribute to Team Efficiency by Understanding and Consistently Adhering to Different Support Processes on Case Handling, Escalation(s), Hand-Off(s), Bug Filing, Case Routing, and Case Root-Cause Categorization(s) - Promote Team Efficiency by Creating, Maintaining, and Sharing FAQ(S), How-To(S), and Knowledge-Base Article(s) (Ensure Document(s) are Reviewed Before Publishing)
  • Reproduce Customer Problem(s), Independently and Consistently Adhere to Team Processes for Filing Bug(s) (Product and Documentation) and Feature Request(s) - Write Clear Customer Communication(s), Structure the Troubleshooting Step(s), Provide Workaround(s) where Possible, and Empathize with Customer Needs and Pain Point(s) - Handle Case Consult(s) and Escalation(s) from Level 1 Agent(s), Carry Out Technical Review(s) for Level 1 and Level 2 Agent(s), Debug Customer Issue(s) for a variety of Case(s), Review Test Sample(s), and Provide Solution(s)
  • Drive Change in Tool(s), Processes, and Product(s) to Eliminate Pain Point(s) at their Root - Drive Complex Support Case(s) to Resolution while Maintaining Response SLO(S) and Customer Satisfaction Target(s) - Resolve Advanced Customer Request(s) (i.e. Interpreting Around Unusual Alert(s) and Alarm(s), License Type(s), and Product(s)) and High Production Quality Expectation(s)
  • Improve Product Documentation(s) by Consistently Reporting Error(s) and Suggesting Correction(s) - Handle and Support Outage(s) and Call Delivery Issue(s), Author Post-Mortem(s), Root-Cause Analysis, and Process Documentation(s)

Minimum Hiring Qualifications:

  • Bachelor's Degree with Related Course(s Year(s) Experience and Background as a Salesforce Administrator (Similar Function from Any Industry Considered), Demonstrates Excellent Communication Skills while Interacting with Client(s) and Leadership, Maintain a High Sense of Urgency and Staying Cool Under Pressure, Industry Standard Certification(s) are Preferred (Not Required) - Salesforce Administrator, Salesforce Advance Administrator, Salesforce Developer, Salesforce Consultant, and Salesforce Architect
  • Seen as an Expert among Peers - Capable of Delivering Lightning Talk(s) and Training to Team Member(s) (Subject Matter Expert with Strong Cross-Functional and Mentoring Skills - Has the Knowledge to Address the Queries of Junior Team Member(s))
  • Knowledge of Network Standards and Practices, Working Knowledge and/or Experience of Service Desk Platform(s) or CRM(S) such as Salesforce, Application Support and Content Management Experience, Working Knowledge and Understanding of Service Management Principle(s) - Problem and Change Management, Experience Dealing with User(s) is Required, Scripting - Able to Write Moderate Complexity Scripts for Automation, Knowledge of Network Troubleshooting Tool(s) and Monitoring Platform(s) is an Advantage

Get Hired and Enjoy the Following:

  • Interact/Collaborate and Learn from Industry Experts
  • Enjoy a Fun - and Competitive Working Environment
  • Multiple Opportunities for Learning and Development#J-18808-Ljbffr

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