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Customer Job

SFSC Support.

Job ID: 25-08066
Pay rate range - $55/hr. to $60/hr. on W2
100% Remote

Must Have
Bachelor Degree in Engineering, Computer Science, Mathematics etc. is required. 
2+ years' experience implementing and configuring Salesforce.com for 300+ users
Understanding of and detailed experience with the Salesforce.com architecture
Understanding of the capabilities and constraints of the Salesforce CRM application coupled with good understanding of the business processes (, Marketing, Partner Management, etc.)

About the Project
SFSC will provide tier-1 support through consulting partners for scale operational ownership of the mix of direct and indirect headcount.
We will operate the implementation through a vendor contractor.
The scope includes responses to end-user queries, resolving security tickets, maintenance releases, and renewing security for vendor applications.
Work that will not get completed without this resource(s):  Customer support, end-user support, operations for 1,000+ customers, including Store Finance.

Day-to-Day Duties:
  • Heavy customer support, resolving tickets, face to face meetings with directors, salesforce administration, data load and configuration.
  • Salesforce implementations
  • Prioritize and cultivate a positive user support experience.
  • Manage and work the Salesforce support queue by promptly triaging cases, answering end-user questions, fulfilling requests, and resolving system incidents in a timely and customer-centric manner.
  • Initiate or join face-to-face or virtual meetings to resolve customer concerns, gain feedback or prioritize enhancements.
  • Leverage available documentation, training, team resources, and vendor support teams to administer all team applications
  • Assist in monitoring data quality and integrity. Execute data migration/cleansing projects.
  • Takes initiative to improve support processes, decreasing delivery time, and improving customer satisfaction. Look for ways to automate manual processes and increase self-service capabilities.
  • Collaborate with internal teams effectively, seek to understand user experience and stakeholder perspective on operational processes, and deliver clear solutions to stakeholders.
  • 24/7 ownership and resolution of Salesforce system issues and outage.
 
REQUIRED SKILLS
Bachelor Degree in Engineering, Computer Science, Mathematics etc. is required.
Software: Excel – pivot tables, Vlookup, Lucid chart, Powerpoint.
VS code knowledge would be nice to have.
Experience with a ticketing system would be a plus.
Needs to have experience in a customer-facing role where they had to resolve issues (does not have to be tech, can be fast food or any other role).
2+ years' experience implementing and configuring Salesforce.com for 300+ users
Understanding of and detailed experience with the Salesforce.com architecture
Understanding of the capabilities and constraints of the Salesforce CRM application coupled with a good understanding of the business processes (, Marketing, Partner Management, etc.)
Needs to be able to work independently. Have team stand-ups but not hand-holding.

 
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