Salesforce Support Consultant

Responsible to: Support Team Leader

Travel: Minimal

Additional Note/s: No sponsorship provided

Job Purpose

Provide 1st, 2nd, and 3rd line support to clients. Solve directly or provide root cause and identify solution to development team.

Roles and Responsibilities

Technical Support

• Ensure the solutions supported by our client are maintained to the highest possible standard.
• Manage application configuration and upgrades, and problem analysis and resolution for complex application problems, in conjunction with the users and external application or service suppliers where necessary.
• System configuration, scripting and new user administration as required.

Other:

• Undertake any other duties of a similar level and responsibility as may be required from time to time.
• Occasionally assist with development work as part of a project team.

Skills and Experience

Professional Skills

Required

• Good communication skills.
• Ability to communicate clearly with end users and key project team members.
• Excellent organisational skills.
• Ability to reach out to colleagues for assistance.

Desirable

• Ability to communicate with client executives.

Technical

Required

• Good knowledge of Standard features including Flows, Security, and Reporting.
• Excellent knowledge of reporting and dashboard capabilities.
• Excellent knowledge of Roles, Profiles, and permission sets.
• Experience of change sets.

Experience

Required

• 2+ years of experience of developing/supporting solutions in Salesforce.

Desirable

• Experience of working in a consultancy.

Qualifications

Required

• Degree or equivalent experience in a relevant field.
• Salesforce Certified Administrator.

Desirable

• Salesforce Certified Advanced Administrator.

Customer Focus

Required

• Develops and maintains productive relationships with internal and external customers.
• Explores customer situation with them to develop a fuller understanding of the underlying need.
• Advocates customer satisfaction as a key value.
• Deals effectively with dissatisfied customers.

Decision Making

Required

• Makes and communicates clear decisions.
• Balances risks and benefits of various options and decisions.
• Takes responsibility for the outcomes and impact of their decisions and those they delegate.