Salesforce Technology Support Specialist - Luxury Goods Holding

Overview

Our client, a well-renowned luxury goods holding company, is looking for a Salesforce Technology Support Specialist to join their team in Dallas, TX!

Job Title: Salesforce Technology Support Specialist

Reports to: Manager, Client Services Application

The Salesforce Technology Specialist role supports the Salesforce and Client Relation Center ecosystems by liaising with the business, regional and group technology teams to ensure that the business is provided with support and Salesforce and Client Relation Center related tools fit business needs. This role is responsible for translating business requirements to help ensure that technical solutions rolled out consider regional needs, are tested, and provide efficiencies where possible.

Communicates and collaborates with the business to ensure that existing tools are leveraged, and enhancement requests are communicated to regional or group technology team. Overall ownership of related Salesforce and Client Relation Center Applications support landscape, testing, training communication from group technology team. Accountable for facilitation and driving the execution of Salesforce and Client Relation Center related system integrations and business advisory to improve systems efficiencies with a customer centric approach.

Escalates to management conflicting views and proposes solutions.

• Assist local and group technology team on the Testing of Salesforce and related systems changes as well as new software enhancements.
• Test coordination and participation on UAT's.
• Develops and maintain systems technical and user documentation for regional projects. Rely user documentation provided by Group Technology to Key users.
• Support a seamless customer journey through backend and Client Relation Center solutions.
• Understands data governance across Salesforce Application landscape.
• Support and advises the Key users in problem determination for issues relating to Salesforce landscape. (Service now / Jira). Provide guidelines on incident management, answers functional & process questions
• Systematic review with Group Technology Level 3 support on open tickets, collected information, follow up and escalations required.
• Troubleshoots user access issues.
• Validate data between Salesforce and source systems (SAP).
• Validates issues priority.
• Helps Key users with report creation and extractions.
• Work as liaison between the local business and the Group Technology for Salesforce supported applications. Brings the Key user when needed to clarify user expectations.
• Support Salesforce tools and interfaces with other systems.
• Meets regularly with Business representatives and to discuss issues and top priorities.
• Collaboration with Service desk, Information security, connectivity, etc. when applies
• Participates in Cross functional support.
• Develops business understanding with the Business users support.
• Discuss and reviews business processes.
• Maintain and understand call plan development, creates / disables users in Vonage
• Provides workarounds or alternative to solve a determined problem and if necessary, helps Business users validating ER's technical aspects.
• Assist local team and Group Technology Team in the Development, Design of Salesforce and Client Relation Center related system enhancements.
• Understands projects implementation considering Salesforce Applications support
• Provides Salesforce Key users training on new systems functionalities.

Education:

• College education or technical school. A background in Computer Science, Computer engineering.

Required technical skills:

• 3-5 years of experience on Salesforce ecosystem.
• Salesforce Service Cloud / Salesforce Commerce Cloud
• Integrating 3rd party platforms and tools into Salesforce.
• Salesforce integration with SAP.
• Salesforce In depth experience troubleshooting user access and roles management issues.
• Proven experience leading, owning, and delivering Salesforce related projects with minimal mentorship.
• Service now and Jira incident management / enhancement requests experience are a plus.
• Salesforce Customer 360 and Service cloud certifications.
• In depth Knowledge of Salesforce users set up, security, roles, access management and reporting tools and techniques
• Proficiency with Microsoft Office Suite.
• Fluent Commerce and Salesforce Marketing cloud is a plus.
• Vonage and Medallia support skillset are a plus.
• Personal skills:
• Excellent written and verbal communication skills.
• Self-motivation and ability to work independently.
• Proven ability to collaborate with customers to define issue and plan of action with flexibility.
• Must be detailed oriented.
• Effectively manage different tasks simultaneously.
• Strong problem-solving skills and working knowledge of project management tasks.
• Ability to work in a diverse, dynamic environment and effectively collaborate across teams.
• Exceptional people skills with demonstrated ability to work with both a technical and functional audience