Description

Manage and optimize the Salesforce Service Cloud instance to support customer service workflows.

This role is remote.

Responsibilities

• Configure and customize Service Cloud features including case management, knowledge base, entitlements, and service contracts.
• Translate stakeholder requirements into technical solutions within the Salesforce environment.
• Build and manage reports and dashboards to monitor support metrics and KPIs.
• Troubleshoot Service Cloud issues and provide ongoing technical support.
• Train support team members on platform functionality and best practices.

Required Skills

• 2-6 years of experience in Salesforce Service Cloud configuration, customization, and administration.
• Salesforce Administrator certification.
• Proficiency with declarative tools including Flow, Process Builder, and Workflow Rules.
• Deep understanding of case management, knowledge management, and entitlements.
• Strong analytical and problem-solving skills.
• Ability to communicate technical concepts to non-technical stakeholders.
• Bachelor's degree in Business Administration, Computer Science, Information Systems, or a related field.

Preferred Skills

• Salesforce Service Cloud Consultant certification.
• Experience with Salesforce Lightning Experience.

Key Skills

Education

Any Graduate