Knowledge Level 2 - Salesforce K2 Support Specialist / Salesforce Support Analyst
Level: Mid
Main Skill: Salesforce Administration
Schedule: Shifting (Day, Mid, Night)
Set Up: Hybrid (Onsite at BGC, Taguig)
The Salesforce K2 Support Specialist is responsible for providing advanced technical support, report development, and user enablement. This role requires a strong understanding of Salesforce and the ability to resolve complex user issues. The ideal candidate will possess excellent problem-solving and communication skills.
Key Responsibilities:
- Advanced User Support:Handle complex user issues and escalations.
- Respond to incoming Salesforce helpdesk requests.
- Provide second-line support for user inquiries.
- Report and Dashboard Creation:Develop customized reports and dashboards to meet user needs.
- Analyze data to identify trends and insights.
- User Training and Enablement:Conduct training sessions and knowledge transfer.
- Create training materials and documentation.
- Mentor and train junior or L1 support team members.
- Data Analysis:Analyze data to identify trends and insights.
- Use data to support decision-making.
- Process Improvement:Identify opportunities to improve processes and workflows.
- Contribute to process optimization initiatives.
- User Management:Create and manage user accounts, roles, permissions, and profiles.
- Data Migration and Integration:Support data migration and integration projects.
- User Acceptance Testing (UAT):Participate in UAT activities, including planning, execution, and documentation.
- Collaboration:Collaborate with cross-functional teams to ensure alignment and effective communication.
Requirements:
- Salesforce Expertise: Experience as a Salesforce super user or delegated administrator.
- Technical Skills:Intermediate Excel skills.
- Reporting and Analytics: Experience creating reports and dashboards.
- User Management: Experience managing user accounts, roles, and permissions.
- Domain Knowledge:Understanding of sales and sales operations processes.
- Experience working in a call center or help desk environment.
- Communication Skills: Strong verbal and written communication skills.
- Problem-Solving Skills: Ability to identify and resolve complex issues.
- Customer Focus: Commitment to providing excellent customer service.
- Training and Mentoring:Experience providing one-on-one training and knowledge transfer.
- Experience mentoring or training other call center/help desk colleagues.
