Associate-Salesforce Techno functional lead-ANA011249

About this role

• Answering general inquiries: Responding to customer questions about Salesforce Service Cloud features, functionality, pricing, or licensing options.
• Assisting with case management: Guiding customers on how to create, update, and manage cases within Salesforce Service Cloud, including assigning cases to appropriate agents or teams.
• Providing guidance on knowledge base: Assisting customers with creating and managing knowledge articles, including how to search for and share relevant information with customers.
• Troubleshooting basic issues: Helping customers with common Salesforce Service Cloud issues, such as case creation errors, email-to-case configuration, or case assignment rules.
• Assisting with basic customization: Providing guidance on customizing Salesforce Service Cloud, such as creating custom fields, page layouts, or workflows specific to case management.
• Offering guidance on entitlements and SLAs: Assisting customers with setting up and managing entitlement processes, service level agreements (SLAs), and milestones within Salesforce Service Cloud.
• Resolving user access issues: Assisting customers with user access problems, such as granting or revoking user permissions, troubleshooting permission-related errors, or managing user roles within Service Cloud.
• Providing guidance on service console: Assisting customers with navigating and using the Salesforce Service Cloud console, including how to view and manage cases, access customer information, and collaborate with other agents.
• Assisting with basic integrations: Helping customers with basic integration tasks, such as connecting Salesforce Service Cloud with other applications or setting up data synchronization for case management.
• Ensuring customer satisfaction: Ensuring that customers are satisfied with the support provided, following up on any unresolved issues, and seeking feedback to improve the overall support experience.
  
  

• Graduate / ITIL Certification
• Good years’ experience in Salesforce as techno functional
• Salesforce Project Implementation or Support Experience
• University graduate
  
  

• Ability to give advice on Salesforce Support & articulate issues.
• Builds and maintains effective relationships with all stakeholders.
• Is willing to understand the business environment; demonstrates sensitivity to business needs and requirements.
• Takes independent action – implements new insights or potential solutions without prompting; does not wait for others to act or request action.
• Sets up ongoing procedures to collect and review information needed to fulfil accountabilities.
• Good interpersonal skills
• Uses appropriate interpersonal styles and techniques to gain acceptable of ideas and plans.
• Effectively supervises the results of delegations, assignments and projects; good team leadership skills.
• Identifies issues, problems and opportunities and determines whether action is needed.
• Has the ability to influence group to take constructive decisions.
• Demonstrates the ability to focus on the detail while maintaining a big picture approach.
• Demonstrates initiative and a willingness to challenge the status quo.
• Is willing to accept advice and mentorship from others.