Job Description

In this role you will be on the frontlines providing configuration and enhancement support ensuring a smooth transition to business-as-usual following go-live. Having both a deep product knowledge and a drive to make customers successful, you help ensure our customers have the best possible experience with the platform.

• Receive and action incoming Managed Service requests, from report enhancements to minor solution configuration changes.
• Be the first main of contact for customers to assist in business-as-usual configuration enhancements to customers’ company implementations.
• Leverage your strong project technical and functional skills, helping create and deliver effective solutions.
• Developing and maintaining technical expertise in assigned areas of product functionality.
• Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
• Managing customer expectations and the customer experience to maximize customer satisfaction.
• Actively maintaining and participating in job-related training activities.
• Demonstrating the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment.
• Multitasking and performing effectively under pressure.
• Pull from and maintain a knowledge base of common customer queries.
• Work as a team player by contributing, learning and sharing new knowledge, but be self-motivated, flexible, and take initiative.

Required Knowledge, Skills, and Abilities

2+ Years configuration and development experience on the Salesforce platform. Salesforce Administrator Certification. Salesforce Platform App Builder Certification. Quality academic background. Bachelor’s degree or equivalent experience required, preferably in computer science or similar. Excellent written and verbal communication skills. Experience with Database concepts, Data management, and SQL (preferred). Demonstrated skill in Customer Support or Customer Service in a customer-facing role. Strong interpersonal skills – a blend of strength of conviction with diplomacy and a constructive attitude. Strong work ethic, initiative, and drive, you will have a bias for action and a comfort with data and insight analysis. Bonus to have experience in the Consumer Goods or FMCG industries. Bonus to have multilingual skills (English, French, German). You’ll be a self-starter, adept at picking up new techniques and skills.