Agile Programming Methodologies, Artificial Intelligence (AI), Automation, Autoscaling, Budget Management, Call Routing, Cloud Computing, Computer Science, Computer Telephony Integration (CTI), Consulting, Continuous Improvement, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support/Service, Data Management, Data Quality, Data Science, Documentation, Ecosystems, Field Sales, Information Technology & Information Systems, Information/Data Security (InfoSec), Leadership, Maintain Compliance, Nonprofit, Operational Support, Performance Metrics, Product Programs, Product Support, Production Support, Productivity Management, Reporting Dashboards, Requirements Management, Salesforce.com, Screen Pops, Security Compliance, Systems Analysis, Team Player, Technical Strategy, Technical Support, Technical Writing, Telephony, Time Management, User Interface/Experience (UI/UX), Vendor/Supplier Relations
Role Title
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Salesforce Administrator - Service Cloud Customer Support
Location
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San Jose 1st Preference
Austin 2nd Preference
Remote 3rd Option
Mode
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Work from Office
Hybrid
Authorization
W2 Preferred
Interview First by offshore second by the customer
About the Team
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Our Customer Support Technology Product and Program management team enables a global support organization and self-service ecosystem that supports our human advisors and millions of customers. We own the technology systems that power our support operations team including our CRM Salesforce Service Cloud telephony, CTI integrations, knowledge workflows, dashboards, analytics, and continuous improvement of agent productivity and customer satisfaction. Youll work closely with product and program management, support operations engineering, data science, and more to deliver a compelling support experience.
About the Role
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You will own the day-to-day administration and evolution of our Salesforce Service Cloud platform for support operations. Your responsibilities will span user management, configuration, automation, reporting, and integration support. You will serve as the administrator partner to agent teams and collaborate closely with engineering Salesforce developers on enhancements, integrations, such as Amazon Connect, and scalable platform improvements. This is a high-impact role in a fast-moving support environment.
Responsibilities
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### Configuration and Administration
- Configure and fine-tune our Salesforce Service Cloud setup-think workflows, custom fields, layouts, integrations, and beyond-to power smarter, faster service across the business
- Be a champion for efficiency, constantly assess our systems and processes to identify opportunities that boost team productivity, improve user experience, and enhance customer satisfaction
### Data Management
- Oversee data integrity within the Salesforce Service Cloud instance, ensuring data compliance and security via security reviews, release updates, and health checks
- Lead Salesforce projects from start to finish-whether its a new integration, major upgrade, or process overhaul-delivering on time and within budget
### Reporting and Communication
- Create and maintain individual reports, dashboards, and reporting infrastructure to provide stakeholders with real-time and historical visibility into key performance metrics and operational details
- Collaborate with stakeholders across the company to understand goals, gather requirements, and deliver smart, scalable solutions and be the go-to communicator for platform changes and updates
### Technical Documentation and Vendor Relationships
- Create and maintain technical documentation that reflects the current state of our Salesforce usage and enables continued scaling of our use of Service Cloud
- Maintain vendor relationships with Salesforce and other strategic technologies that integrate with Service Cloud, while exploring new technologies-especially in AI and automation-that can level up our support capabilities
### Staying Up-to-Date
- Stay up-to-date on Salesforce capabilities and work closely with CX leadership to shape the technology roadmap that supports our vision and drives business success
Requirements
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### Experience
- 2-5 years of hands-on experience as a Salesforce Administrator in a customer support, service, or contact-center context
- Experience with Salesforce Service Cloud supporting agent workflows and service operations
- Salesforce Certified Administrator
- Strongly Preferred: Salesforce Certified Advanced Administrator Admin II
- Nice to Have: Salesforce Certified Service Cloud Consultant or other cloud cert such as Sales Cloud Field Service Nonprofit Cloud
- Experience integrating Amazon Connect with Salesforce telephony, CTI call routing, screen-pop, call logging
- Salesforce Certified Agentforce Specialist
### Education and Other Requirements
- Bachelors degree in information systems, Computer Science, Business, or equivalent professional experience
- Excellent documentation, training, communication, and stakeholder-collaboration skills
- Experience working with engineering teams, agile or sprint-based development environment, and balancing production support with continuous improvement