Knowledge Level 3 - Salesforce K3 Support Specialist Salesforce Support SME
Level: Senior
Main Skill: Salesforce Administration
Schedule: Shifting (Day, Mid, Night) , Follows foreign Holiday
Set Up: Hybrid (Onsite at BGC, Taguig)
The Salesforce K3 Support Specialist is a subject matter expert responsible for providing advanced technical support, data analysis, and process improvement within the Salesforce platform. This role requires a deep understanding of Salesforce and a strong ability to resolve complex user issues.
Key Responsibilities:
- Advanced User Support:Handle complex user issues and escalations.
- Provide expert-level support for critical Salesforce issues.
- Log and resolve tickets efficiently.
- Report and Dashboard Development:Design and implement advanced reports and dashboards.
- Create custom report types, row-level formulas, and cross-filters.
- Implement formulas and calculations for key metrics and KPIs.
- User Training and Enablement:Conduct in-depth training sessions and knowledge transfer.
- Create comprehensive training materials and documentation.
- Mentor and train junior team members.
- Data Analysis and Insights:Analyze data to identify trends, opportunities, and areas for improvement.
- Use data to support strategic decision-making.
- Process Improvement:Identify and implement process improvements to optimize Salesforce usage and efficiency.
- Contribute to process optimization initiatives.
- User Management:Create, manage, monitor, and troubleshoot user accounts, roles, permissions, and profiles.
- Add users to the role hierarchy and investigate access issues.
- Data Migration and Integration:Support data migration and integration projects.
- Ensure data accuracy and consistency.
- 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.
- Contribute to quality assurance, reporting, and problem-resolution efforts.
Requirements:
- Salesforce Expertise: Advanced Salesforce knowledge, including experience as a super user, delegated administrator, or administrator.
- Technical Skills: Strong Excel skills, including advanced functions and formulas.
- Reporting and Analytics: Proficiency in creating complex reports and dashboards.
- User Management: Experience managing user accounts, roles, and permissions.
- Domain Knowledge: Deep understanding of sales and sales operations processes.
- Communication Skills: Excellent written and verbal communication skills.
- Problem-Solving Skills: Ability to analyze complex issues and develop effective solutions.
- Customer Focus: Commitment to providing excellent customer service.
- Training and Mentoring: Experience training and mentoring team members.
- Collaboration: Ability to work effectively with cross-functional teams.
- Attention to Detail: Strong attention to detail and accuracy.
- Adaptability: Ability to adapt to changing priorities and learn new technologies.
