Cloud Security and Support Operations Specialist

hace 1 mes


San José, San José, Costa Rica Netskope A tiempo completo
About Netskope

Netskope is a leading provider of cloud, network, and data security solutions. Our innovative approach to security is built around the concept of a new perimeter, one that follows and protects data wherever it goes.

Job Description:
  • Administer and configure all aspects of our Service Cloud environment to deliver exceptional customer support.
  • Manage the customer support community and users in Experience Cloud, ensuring seamless interactions and efficient issue resolution.
  • Serve as the primary technical resource for the Technical Support team, driving Service Cloud enhancements and roadmap initiatives.
  • Configure and maintain the Knowledge Base in Service Cloud, providing accurate and up-to-date information for customers.
  • Design and implement entitlement processes, ensuring compliance and adherence to company policies.
  • Maintain and optimize omnichannel case routing, case escalations, and case notifications to improve overall customer experience.
  • Develop and configure chatbot functionality to provide 24/7 support and enhance self-service capabilities.
  • Proactively monitor and troubleshoot technical issues, ensuring minimal downtime and optimal system performance.
  • Collaborate with other Salesforce Administrators and Developers supporting Sales Cloud and CPQ to drive integration and consistency.
Requirements:
  • 3+ years of experience administering Service Cloud & Experience Cloud at an enterprise SaaS company.
  • Salesforce Certified Administrator certification.
  • Salesforce Certified Service Cloud Consultant (preferred but not required).


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