Salesforce Technology Support Specialist

Overview

Salesforce Technology Support Specialist

Technology | Dallas, TX

Reports to:

Manager, Client Services Application

• Assist local and group technology teams on the testing of Salesforce and related systems changes as well as new software enhancements.
• Test coordination and participation on UATs.
• Develop and maintain systems technical and user documentation for regional projects. Rely on user documentation provided by Group Technology to key users.
• Support a seamless customer journey through backend and Client Relation Center solutions.
• Understand data governance across the Salesforce Richemont Application landscape.
• Support and advise the key users in problem determination for issues relating to the Salesforce Richemont landscape ( / Jira). Provide guidelines on incident management, answering functional and process questions.
• Coordinate with Group Technology Level 3 support on open tickets, information collection, follow-up, and escalations required.
• Troubleshoot user access issues.
• Validate data between Salesforce and source systems (e.g., SAP).
• Validate issue priority.
• Assist key users with report creation and data extracts.
• Act as liaison between the local business and Group Technology for Salesforce-supported applications. Bring in key users as needed to clarify expectations.
• Support Salesforce Richemont tools and interfaces with other systems.
• Meet regularly with business representatives to discuss issues and top priorities.
• Collaborate with Service Desk, Information Security, connectivity, etc., when applicable.
• Participate in cross-functional support.
• Develop business understanding with the business users supported.
• Discuss and review business processes.
• Maintain and understand call plan development; create/disable users in Vonage.
• Provide workarounds or alternatives to solve problems and, if necessary, help business users validate ERs’ technical aspects.
• Assist local team and Group Technology Team in the development and design of Salesforce and Client Relation Center-related system enhancements.
• Understand project implementation considering Salesforce Applications support.
• Provide Salesforce key users with training on new system functionalities.

Education:

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

• 3-5 years of experience in the Salesforce ecosystem.
• Salesforce Service Cloud / Salesforce Commerce Cloud
• Integrating 3rd party platforms and tools into Salesforce
• Salesforce integration with SAP
• 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 is a plus
• Salesforce Customer 360 and Service Cloud certifications
• In-depth knowledge of Salesforce user setup, 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
  • Customer focused
  • Self-motivation and ability to work independently
  • Proven ability to collaborate with customers to define issues and action plans with flexibility
  • Detail-oriented
  • Ability to manage multiple tasks simultaneously
  • Strong problem-solving skills and working knowledge of project management tasks
  • Ability to work in a diverse, dynamic environment and collaborate across teams
  • Exceptional people skills with demonstrated ability to work with both technical and functional audiences

Americas (US, Canada, Latin America, Mexico, Brazil)

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

Employee wellbeing is a top priority  offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program.

Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!

Salary will be determined based on relevant skills and experience.