Salesforce Technical Support Specialist

5 days ago


Manila, National Capital Region, Philippines Global Process Manager Inc. Full time
About the Role

We are seeking a highly skilled Salesforce Technical Support Specialist to join our team at Global Process Manager Inc. As a key member of our organization, you will be responsible for providing top-notch support to our users, ensuring they have a seamless experience with the Salesforce platform.

Your Key Responsibilities:

  1. Manage and resolve support tickets efficiently, utilizing ServiceNow for effective issue tracking and reporting.
  2. Support our Incident Management process and Problem Management process, guaranteeing prompt resolution and minimal disruption to our operations.
  3. Collaborate closely with the Super User 1st line support team to provide exceptional user experiences.
  4. When required, facilitate cross-functional coordination with other teams for system integrations, addressing incidents related to non-Salesforce components.
  5. Maintain the Salesforce platform, staying current with new features and releases to ensure optimal performance.
  6. Create and update documentation and user guides to enhance knowledge sharing and best practices within the organization.
  7. Ensure accurate role hierarchies and sharing rules are in place, granting users access to the correct Salesforce features and data.
  8. Design and implement reports and Dashboards to meet business needs, driving data-driven decision-making.
  9. Monitor system usage and user behavior, enforcing proper utilization of the platform and identifying areas for improvement.
  10. Train Super Users on new releases, functionality, and features, empowering them to effectively use Salesforce tools.
  11. Pursue opportunities to refine the support process and enhance the overall user experience with Salesforce, contributing to continuous improvement initiatives.

This is an exciting opportunity to showcase your expertise in Salesforce support and contribute to the success of our organization.



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