Senior Salesforce Administrator

Position : Sr. Salesforce Admin - CTI

Experience : 7+ Years

Location : Bangalore (Hybrid)

Shift : General shift

Responsibilities :

Salesforce Support : Serve as the primary point of contact for all Salesforce-related inquiries, issues, and user support requests. Respond to and resolve tickets promptly, ensuring user satisfaction and minimal disruption to business operations.

Service Cloud Support : Provide support for Service Cloud features, including case management, knowledge base, email-to-case, CTI and live chat. Help troubleshoot and resolve customer service-related issues, ensuring efficient resolution and customer satisfaction.

CRM Analytics Support : Assist with the creation and maintenance of reports, dashboards, and custom analytics to support sales and service performance analysis. Help validate data, troubleshoot data-related issues, and support data integrity initiatives.

SFDC Integrations Support : Collaborate with the integration team to troubleshoot and resolve issues related to Salesforce integrations with other systems and customer support tools. Assist with data synchronization and troubleshooting data flow issues.

Basic AWS Functionality : Have a foundational understanding of AWS cloud services and how they can integrate with Salesforce. Assist with basic AWS functionality tasks, such as data backup and restore, data migration, and integration with AWS services.

Qualifications :

• Bachelor / master’s degree in computer science or related discipline.
• 7+ years of Salesforce Administration experience with prior experience in Customer Support / Enterprise Product and Support is preferred.
• Must demonstrate exceptional verbal and written communication skills and communicate effectively with customers and at all levels of the organization.
• Knowledge of building / troubleshooting Salesforce reports and dashboards.
• Ability to always place the customers first and effectively prioritize and escalate customer issues as required.
• Basic understanding of AWS (Amazon Web Services) functionality.
• Salesforce Admin certification is a plus