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L2 Support Engineer

Capgemini

Capgemini

IT, Customer Service
Philippines
Posted on Thursday, July 4, 2024

Salesforce Support Engineer -L2

Technical Support: Provide timely resolution to Salesforce application issues reported by end-users or identified through monitoring systems.

Incident Management:

· Handle and prioritize support tickets, ensuring SLAs are met and incidents are resolved within agreed timelines.

· Track, manage, and document incidents and service requests using a ticketing system.

· Ensure timely resolution and follow-up on outstanding issues.

· Provide initial RCA on the ticket raised.

· Perform proactive monitoring, maintenance, and optimization of the environment

· Create and maintain technical documentation, including troubleshooting guides and best practices

· Stay up to date with Salesforce releases, features, and best practices, and provide recommendations for continuous improvement

Configuration and Customization: Perform Salesforce configuration changes and customization requests based on business needs and requirements including service requests.

Documentation: Maintain clear and concise documentation of Salesforce configurations, customizations, and incident resolutions. Create and maintain documentation, knowledge base articles, and training materials for end-users and support teams.

Collaboration: Work closely with cross-functional teams including developers, business analysts, and project managers to implement solutions and enhancements.

User Training and Support: Conduct training sessions for end-users on Salesforce features and functionalities to enhance user adoption and efficiency.

Continuous Improvement: Identify opportunities for process and system improvements within Salesforce AMS and proactively suggest solutions.

Release Management: Assist in the planning and execution of Salesforce releases, including sandbox management and deployment activities.

Job Requirements:

· Certifications: Salesforce Administrator certification is required. Additional Salesforce certifications (e.g., Advanced Administrator, Platform App Builder) are a plus.

· Technical Skills: Proficiency in Salesforce configuration, customization, and integration. Strong understanding of Salesforce data model, security, and automation tools (e.g., Process Builder, Flow).

· Teamwork: Ability to work effectively in a team environment and collaborate with cross-functional teams.

· Customer Service: Strong customer service orientation with a focus on delivering high-quality support and solutions.

· Problem-Solving: Strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues.

· Communication: Excellent written and verbal communication skills to articulate technical concepts to non-technical stakeholders.

· Certifications: Salesforce certifications such as Salesforce Certified Administrator (ADM 201) and Salesforce Certified Platform App Builder are preferred.

· Experience: Minimum 2-3 years of hands-on experience in Salesforce administration and support roles, preferably in an AMS or managed services environment or equivalent technical support and service delivery experience.