Salesforce L3 Support

FCM is one of the world’s largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries, FCM’s flexible technology anticipates and solves client needs, supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience. As part of the ASX-listed Flight Centre Travel Group, FCM delivers the best market-wide rates, unique added-value benefits, and exclusive solutions. A leader in the travel tech space, FCM has proprietary client solutions. FCM provides specialist services via FCM Consulting and FCM Meetings & Events.

About The Opportunity

The L3 Support role will investigate & resolve level 3 Agent Workspace (Salesforce Service Cloud) and related technologies support cases within an agreed business SLA.

Key Duties & Responsibilities

• Platform Support: Investigate and resolve level 3 support cases for Agent Workspace (Salesforce Service Cloud) and other integrated systems users across all markets in AMER, APAC and EMEA
• Resolve support service requests, change requests and incidents within SLA
• Manage global case queues to ensure adequate support coverage and handling of support cases
• Research, document, and resolve customer issues, using internal and external tools
• Where necessary escalate issues, bugs and change requests to internal technical teams, product teams and stakeholders
• Manage customer expectations and the customer experience to improve customer satisfaction
• Create and curate Agent Workspace knowledge content, specifically Level 3 knowledge articles
• Troubleshoot and investigate Salesforce technical functionality, e.g., omni channel routing flows and Apex classes in Salesforce.com

Technical Team Liaising

• Attend technical ceremonies to stay in touch with development, sprint planning, and knowledge
• Facilitate the deployment of support configuration requests through the technical deployment process (Visual Studio, Azure DevOps, Salesforce CLI, etc), working closely with the global technical team

Personal Development

• Maintain Salesforce product knowledge, as well as relevant third-party applications supported
• Create and maintain personal Salesforce Trailhead and certification plans
• Work with leadership teams to develop brightness of future plans

Job Requirements & Competencies

• Minimum 5 years of experience in Salesforce.com administration, preferably with Service Cloud, Salesforce Administrator, and Advanced Administrator
• Demonstrate constructive conflict resolution skills to ensure a positive outcome for all involved
• Ability to see outside the square when overcoming problems
• Ability to analyse numerical data and other sources of information
• Highly organized work approach
• Ability to work on multiple tasks simultaneously, within required time frames and quality standards
• Ability to balance commercial needs with ensuring integrity and security of data

Work Perks

FCTG is renowned internationally for having amazing perks and a strong culture. You will be rewarded with a competitive market salary and relevant training courses and tools to support success and ongoing career opportunities globally.

• Generous remuneration structure and a highly competitive salary
• Fun and energetic culture where you can be yourself
• Work-life balance with paid annual leave
• Travel perks and industry discounts
• Career growth opportunities across locally or globally as a high growth company
• Flexible working arrangement
• Reward & recognition through regular events
• Love for travel and a culture that reflects this passion

We’d love to hear from you if you have

Are you ready to elevate your career in travel management? Apply with FCM today

FCM Asia is an Equal Opportunity Employer searching for talented, driven people who have a desire to build a rewarding career. We work in a team environment and maintain a culture of trust and mutual respect. By joining the team, you’ll discover why we are recognised as an outstanding employer. Our founder believes the success of our business relies on the success of our people.

#FCMAS

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Travel Arrangements

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