Vaco by Highspring ยท 1 day ago
Salesforce Administrator - Customer Support
San Jose, CA
Full-time
Onsite
Entry, Mid Level
$105K/yr - $110K/yr
2+ years expVaco by Highspring is committed to providing industry-leading customer support through intelligent, streamlined agent tools. They are seeking a hands-on Salesforce Administrator to manage and enhance their Salesforce Service Cloud platform, ensuring efficient support operations and collaboration with engineering teams.
Staffing & Recruiting
Hiring Manager
Wendy Beaumont
Responsibilities
Configure and fine-tune our Salesforce Service Cloud setup-think workflows, custom fields, layouts, integrations, and beyond- to power smarter, faster service across the business
Be a champion for efficiency: constantly assess our systems and processes to identify opportunities that boost team productivity, improve user experience, and enhance customer satisfaction
Oversee data integrity within the Salesforce Service Cloud instance, ensuring data compliance and security via security reviews, release updates, and health checks
Lead Salesforce projects from start to finish- whether it's a new integration, major upgrade, or process overhaul- delivering on time and within budget
Create and maintain individual reports, dashboards, and reporting infrastructure to provide stakeholders with real-time and historical visibility into key performance metrics and operational details
Collaborate with stakeholders across the company to understand goals, gather requirements, and deliver smart, scalable solutions and be the go-to communicator for platform changes and updates
Create and maintain technical documentation that reflects the current state of our Salesforce usage and enables continued scaling of our use of Service Cloud
Maintain vendor relationships with Salesforce and other strategic technologies that integrate with Service Cloud, while exploring new technologies-especially in AI and automation-that can level up our support capabilities
Stay up-to-date on Salesforce capabilities, and work closely with CX leadership to shape the technology roadmap that supports our vision and drives business success
Qualification
Required
2-5 years of hands-on experience as a Salesforce Administrator in a customer support, service, or contact-center context
Experience with Salesforce Service Cloud supporting agent workflows and service operations
Salesforce Certified Administrator
Bachelor's degree in Information Systems, Computer Science, Business or equivalent professional experience
Excellent documentation, training, communication and stakeholder-collaboration skills
Experience working with engineering teams, agile or sprint-based development environment, and balancing production support with continuous improvement
Preferred
Salesforce Certified Advanced Administrator (Admin II)
Salesforce Certified Service Cloud Consultant (or other cloud cert such as Sales Cloud, Field Service, Nonprofit Cloud)
Experience integrating Amazon Connect with Salesforce (telephony/CTI, call routing, screen-pop, call logging)
Salesforce Certified Agentforce Specialist
Benefits
Medical, dental, and vision benefits
401(k) retirement plan
Company
Vaco by Highspring
Vaco is the Talent Solutions division of Highspring, a leading global professional services organization.
5001-10000 employees
H1B Sponsorship
Vaco by Highspring has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
Funding
Current Stage
Late StageCompany data provided by crunchbase