Salesforce Customer Support Engineer

Client is looking for a Salesforce Customer Support Engineer.

Job Title: Salesforce Customer Support Engineer
Location: Houston, TX - must be onsite
Length: 6 months

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:
Systematic problem-solving approach, coupled with effective communication skills and a sense of drive
Flexible and proactive/self-motivated working style with strong personal ownership of problem resolution
Ability to prioritize multiple concurrent tasks in a fast-paced Support environment
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