Global Salesforce Platform Manager
5 days ago
As a Salesforce Technical Support Specialist at Global Process Manager Inc., you will play a vital role in delivering exceptional support services to our users. Your primary focus will be on managing support tickets, collaborating with the Super User team, and maintaining the Salesforce platform.
Main Responsibilities:
- Ticket management: Utilize ServiceNow for efficient ticket tracking and reporting, ensuring timely resolution and high-quality support.
- Incident and problem management: Effectively manage incidents and problems, following established processes to minimize downtime and maximize productivity.
- Collaboration: Work closely with the Super User team to provide seamless support and enhance the overall user experience.
- System integration: Coordinate with other teams for system integrations, addressing incidents related to non-Salesforce components when necessary.
- Platform maintenance: Stay up-to-date with new features and releases, ensuring optimal performance and usability of the Salesforce platform.
- Documentation and training: Create and update documentation and user guides, as well as train Super Users on new releases, functionality, and features.
- Security and access control: Ensure accurate role hierarchies and sharing rules are in place, granting users access to the correct Salesforce features and data.
- Reporting and analytics: Design and implement reports and Dashboards to meet business needs, driving data-driven decision-making.
- User behavior and system monitoring: Monitor system usage and user behavior, enforcing proper utilization of the platform and identifying areas for improvement.
This role requires strong technical skills, excellent communication abilities, and a customer-centric approach to deliver exceptional support services.
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