Salesforce Technical Support Specialist: Delivering Exceptional CRM Application Experience
hace 1 mes
Moody's is a leading global integrated risk assessment firm that empowers organizations to make better decisions.
As a Salesforce Technical Support Specialist, you will play a critical role in supporting our CRM Application users by handling queries raised by them. Your seamless application support will ensure internal Moody's employees have a good understanding of the applications supported, with regular and detailed communication.
This position requires providing timely escalation to L2/L3 teams, Business Analysts, and vendors when necessary.
Functional Responsibilities:
• Handle support tickets raised by internal Moody's employees seeking help on Salesforce ecosystem.
• Provide support for end users by having in-depth knowledge of application and integrations to downstream systems.
• Responsible for triaging and escalating any production issue affecting outages per procedures.
• Provide clear and regular updates to users through the support life-cycle.
• Facilitate discussion with stakeholders, L2/L3 Support, Business Analysts or vendors if needed.
• Create Knowledge articles where required for team reference.
• Participates in M&E, Project transition and UATs to enhance individual knowledge and build on the knowledge required to support the application.
• Properly document all requests and issues within tickets utilizing support of multiple ticketing platforms such as Salesforce, Service Now, Jira, Service Desk, IDAM etc.
Qualifications:
Minimum education and work experience required for this position include:
• Minimum 2 years of relevant experience.
• Bachelors degree in Computer Science/IT or engineering.
• Solid Salesforce platform knowledge and experience with Sales cloud is required.
• Experience with handling complex Salesforce systems, third party integrations, data loader, excel connector, Workbench/SF Inspector, and writing/understanding SOQL queries on Salesforce database is preferred.
• Experience with Apttus/Conga CPQ or any other CPQ is desirable.
• Knowledge of Salesforce related applications like FinancialForce, Marketing Cloud, Communities or any other third party managed packages.is a nice to have.
We offer a competitive salary range of $80,000 - $110,000 annually, depending on experience, and a hybrid-1 day in office schedule.
The key competencies for this position include:
• High degree of professionalism with ownership traits, when addressing and resolving issues.
• Demonstrated team player in resolving issues faster, during high case volumes or multiple high priority issue scenarios.
• Ability to think logically and pay close attention to detail.
• This position requires the individual to be flexible in availability to provide support in shifts in line with business needs.
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