Salesforce Customer 360 Support Engineer II

Job Description:
L2 Salesforce Customer 360 Support Engineer (Career stage SA L1) We at Publicis Sapient, enable our clients to thrive in Next and to create business value through expert strategies, customer-centric experience design, and world-class product engineering. The future of business is disruptive, transformative and becoming digital to the core. In our 20 + years in IT, never before have we seen such a dire need for transformation in every major industry - from financial services to automotive, consumer products, retail, energy, and travel. To make this transformative journey a reality in these exciting times, we seek Rockstars who will:

Brave it out to go do the next; “what will be” from “what is”

Exhibit the optimism that says there is no limit to what we can achieve deeply-skilled, bold, collaborative, flexible

Reimagine the way the world works to help businesses improve the daily lives of people and the world.


Our people thrive because of the belief that it is both our privilege and responsibility to usher our clients and the world into Next. Our work is fueled by challenging boundaries, multidisciplinary collaboration, highly agile teams, and the power of the newest technologies and platforms.

If that’s you, come talk to us! This is the world-class engineering team where you should build your career

JOB PURPOSE This position will provide “Level 2 Support” for all Salesforce application and production environment issues, user support queries and requests.

JOB RESPONSIBILITIES Below are key role and responsibilities for this position:

Technical Support: − Configure and administer the Salesforce Customer 360 platform − Collaborate with multiple departments to integrate functions and data into Salesforce Customer 360 − Ensure high data quality and integrity within the Salesforce system − Train and support users in using Salesforce Customer 360 platform effectively − Liaise with Salesforce Consultants and other System Vendors for external support and system enhancements as needed

Platform Customization and Configuration: − Work closely with CRM administrators and business stakeholders to understand requirements and customize C360 accordingly − Implement enhancements and optimizations to improve the efficiency of customer data management and CRM processes, as requested. − Maintain connector(s) between Salesforce ‘Core’ orgs and Salesforce Marketing Cloud

Incident Management: − Respond to and resolve Salesforce support tickets within agreed-upon service level agreements (SLAs) − Document and track incidents, providing timely updates to stakeholders on the resolution progress − Conduct root cause analysis for recurring issues to prevent future occurrences − Contribute to knowledge repositories, documenting issue resolution

Collaboration and Project Management − Collaborate with CRM administrators, IT teams, and external vendors to ensure seamless integration and support of the C360 platform − Participate in meetings and discussions to gather requirements, provide technical insights, and contribute to decision-making processes

Training and Documentation: − Create and maintain documentation related to Salesforce ‘Core’ configurations, customizations, and support processes − Provide training and support to end-users and internal teams on Salesforce ‘Core’ functionality

Stay Updated: − Stay informed about the latest features, updates, and best practices related to Salesforce − Actively participate in training programs and certifications to enhance technical expertise

Personal Attributes: a. Systematic problem-solving approach, coupled with effective communication skills and a sense of drive b. Flexible and proactive/self-motivated working style with strong personal ownership of problem resolution c. Ability to prioritize multiple concurrent tasks in a fast-paced Support environment d. Ability to communicate effectively within the Team and to Business Users

SKILL REQUIREMENTS

Must Skills

Have some exposure to ITIL processes like Incident Management, Problem Management, and Knowledge Management etc.

Have experience working collaboratively with Salesforce Administrators and Business Users to understand requirements and customize C360 accordingly

Have experience in a Business Analyst role including requirements gathering, story grooming, and testing

Have basic understanding of technical troubleshooting and root cause analysis


Preferred Skills

Salesforce Administrator certification

Working knowledge of the MuleSoft platform; hands-on experience a big plus

Experience working in onshore/offshore team model

Experience supporting large Customer base (> 500 Users)

Experience supporting complex Technology stacks


EXPERIENCE Minimum 3 years in Salesforce configuration role

LOCATION

Client site (West Houston)


EDUCATION

Bachelor’s degree required and degree in Computer Science or related field preferred.