Description

Key Skills: Salesforce Service Cloud, System Administration, Support Operations, AI Implementation, Workflow Design, Data Integrity, Technical Issue Resolution, Cross-functional Collaboration, Process Optimization, Customer Operations

Good to Have Skills: Experience with Salesforce Sales Cloud administration, knowledge of IT systems integration, understanding of product and engineering workflows, experience in implementing AI-enabled capabilities in controlled environments, and familiarity with complex technical support organizations.

Roles & Responsibilities:

• Serve as the primary owner of Salesforce Service Cloud for Support operations and maintenance.
• Design and implement systems that support nuanced, non-linear workflows for complex technical issue resolution.
• Ensure system configurations accurately reflect how complex technical issues are diagnosed and resolved by engineering teams.
• Partner closely with Support Operations, IT, Product, and Engineering teams to optimize system functionality.
• Implement AI-enabled capabilities in a thoughtful and controlled manner to enhance support operations.
• Maintain system clarity, usability, and data integrity while supporting complex technical workflows.
• Evolve and own systems that power the complex, engineer-led support organization effectively

Key Skills

Education

Any Graduate