Senior Salesforce Administrator

Description
Subject matter expert & experienced technical leader. Strong cross-functional and mentoring skills ? Ensure Customer Success by Answering and Resolving Technical Support Case(s) from Typical Contact Center Customer(s) via Email, Chat, and Google Meet – Adhere to Core Operational Processes (Update Issue Tracker, Escalation Matrix, and Engaging Partner Team(s) and Meet Response SLO(S) and High Level of Customer Satisfaction
? Develop Familiarity with Key Documentation Related to Product(s) Under Support – Consistently Direct Customer(s) to Correct Documentation in Order to Ensure Customer Success
? Contribute to Team Efficiency by Understanding and Consistently Adhering to Different Support Processes on Case Handling, Escalation(s), Hand-Off(s), Bug Filing, Case Routing, and Case Root-Cause Categorization
? Reproduce Customer Problem(s), Independently and Consistently Adhering to Team Processes for Filing Bug(s) (Product and Documentation) and Feature Request(s)
? Write Clear Customer Communication(s), Structure the Troubleshooting Next Step(s), Provide Workaround(s) where Possible, and Empathize with Customer Need(s) and Pain Point(s)
? Drive Change in Tool(s), Processes, and Product(s) to Eliminate Pain Point(s) at their Root
? Drive Complex Support Case(s) to Resolution while Maintaining Response SLO(S) and CSAT Target(s), Resolve Advanced Customer request(s) (i.e. Interpreting Around Unusual Alert(s) and Alarm(s), License Type(s) and Product(s)) and High Production Quality Expectation(s)
? Handle Case Consult(s) and Escalation(s) from Level 1 Agent(s), Carry Out Technical Case Review(s) for Level 1 and/or Level 2 Agent(s), Debug Customer issue(s) for a variety of Case(s), Review Test sample(s) and Provide Solution(s)
? Promote Team Efficiency by Creating, Maintaining, and Sharing FAQ(S), How-To(s), and Knowledge-Base Article(s), Ensure Document(s) Get Reviewed by FTE(s) Before Publishing
? Improve Product Documentation(s) by Consistently Reporting Error(s) and Suggesting Correction(s) – (and even Fixing them)
Location:
PHL Fort Bonifacio - Uptown Mall Language Requirements:
English Time Type:
Full time