Salesforce Technical Support Specialist: Delivering Exceptional CRM Application Experience

hace 1 mes


San Francisco, Heredia, Costa Rica Moody's A tiempo completo

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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