Salesforce Technology Support Specialist

Overview

At Richemont Americas, we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds, experiences, and identities to build a continually evolving, inclusive community where the diversity of our colleagues and clients is rich and celebrated. We believe when inclusion is fully embraced and empowered, creativity and knowledge emerge to deliver excellence, advancing the community that is uniquely Richemont Americas.

Salesforce Technology Support Specialist
Technology | Dallas, TX

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 UATs.
• Develops 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.
• Understands data governance across Salesforce Richemont Application landscape.
• Support and advise the Key users in problem determination for issues relating to Salesforce Richemont landscape (Service Now / Jira). Provide guidelines on incident management, answers to 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.
• Help Key users with report creation and extractions.
• Work as liaison between the local business and the Group Technology for Salesforce supported applications. Bring the Key user when needed to clarify user 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 support.
• Discuss and review business processes.
• Maintain and understand call plan development, create / disable users in Vonage.
• Provide workarounds or alternatives to solve defined problems and assist Business users validating ERs’ technical aspects if necessary.
• Assist local team and Group Technology Team in the development, design of Salesforce and Client Relation Center related system enhancements.
• Understand project implementation considering Salesforce Applications support.
• Provide Salesforce Key users training on new system functionalities.

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

• 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 user setup, security, roles, access management and reporting tools and techniques.
• Proficiency with Microsoft Office Suite.
• Fluent in Commerce and Salesforce Marketing Cloud is a plus.
• Vonage and Medallia support skillset are a plus.
• Personal skills:
  Excellent written and verbal communication;
  Customer-focused;
  Self-motivated and able to work independently;
  Proven ability to collaborate with customers to define issues and plan actions with flexibility;
  Detail-oriented;
  Ability to manage multiple tasks;
  Strong…