Salesforce Support Administrator

August 24

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MongoDB

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A developer data platform built on the leading modern database.

open source • databases • mongodb • software developer

1001 - 5000

Description

• Experience with salesforce.com standard objects like Accounts, Opportunity, Products Opportunity Line Items, Quotes, Orders, Contacts, Leads, Campaigns, Activities, Managed packages, and Integrations • Experience with Salesforce Administration and Configuration like Object Management, Flows, Approval Processes, User Management, Data and Application Security Management • Experience with Visualforce, APEX programming, Force.com APIs, SOQLs, Governor Limits, Declarative Automation, Web Services, and Lightning components development (Aura and LWC) • Experience with maintaining CRM systems including updates, Sandbox refreshes, bug fixes, enhancements, building reports, managing dashboards, updating flows, and security • Experience integrating Salesforce with other applications (Xactly/Clari/Dell Bhoomi/Mulesoft etc) • Good understanding of Change/Incident Management (Preferably JIRA/Service Now) and monitoring daily business operations • Experience with deployment, versioning, and DevOps tools preferably Gearset • Identify and rectify integration issues, and offer solutions for glitches using Salesforce APIs, Apex, Visualforce, and developer tools. Assume ownership of the problem until it's entirely resolved • Generate resources for the knowledge base aimed at streamlining operations and providing guidance to users, ultimately boosting their capabilities • Address customer service problems, particularly intricate ones, with adeptness, and navigate through them skillfully • Handle customers' expectations and interactions to cultivate a positive experience that leads to notable customer contentment • Achieve monthly targets for key performance indicators (KPIs) like Customer Satisfaction (CSAT), Productivity, and Service Level Agreements (SLAs)

Requirements

• 7+ years of work experience in Engineering, Programming, or Technical Support and API integration • Experience working as L1/L2 support professional managing 24/7 Customer facing applications for an enterprise organization • Technical knowledge of Salesforce.com and understanding of how to leverage the tool to meet complex process and reporting requirements • Excellent written and verbal communication skills • Problem Solver with technical capability and solving skills • Demonstrated skill in Customer Support or Customer Service in a customer-facing role • Ability to effectively prioritize and advance customer issues, as required • Ability to multi-task and perform effectively under pressure

Benefits

• equity • participation in the employee stock purchase program • flexible paid time off • 20 weeks fully-paid gender-neutral parental leave • fertility and adoption assistance • 401(k) plan • mental health counseling • access to transgender-inclusive health insurance coverage • health benefits offerings