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For Companies At a Glance
- Tasks: Support and enhance Salesforce Service Cloud for customer service operations.
- Company: Join TTI, a leader in power tools and outdoor equipment, dedicated to innovation and excellence.
- Benefits: Enjoy a hybrid work model, career growth opportunities, and a vibrant team culture.
- Why this job: Be part of a dynamic team driving customer satisfaction and shaping exceptional service experiences.
- Qualifications: 3+ years in Salesforce, strong communication skills, and a passion for problem-solving required.
- Other info: Certifications in Salesforce are essential; experience with Genesys Cloud is a plus.
The predicted salary is between 36000 - 60000 £ per year.
You will focus on Salesforce Service Cloud, playing a key role in its development, configuration, maintenance, and enhancement to support our customer service operations. As part of our dynamic team, you will have the unique opportunity to cross-train and support Genesys Cloud, working closely with our Infrastructure Teams to customise contact centre solutions. This role is crucial in driving customer satisfaction, and you will contribute to the ongoing evolution of our service capabilities in line with our company's mission to deliver exceptional customer experiences.
Key Responsibilities:
- Configure, develop, and customize Salesforce Service Cloud to align with the specific needs of our customer-facing teams, ensuring seamless integration with existing systems.
- Collaborate with stakeholders, including business analysts and customer service leaders, to refine requirements and translate them into scalable, effective solutions.
- Oversee user profiles, roles, permissions, and security settings within Salesforce, maintaining the integrity and security of customer data.
- Design, implement, and maintain automation processes using Flow, Apex, and other tools to streamline service operations, reduce manual workload, and improve efficiency.
- Develop, maintain, and enhance reports and dashboards to provide actionable insights into the service performance, productivity and customer satisfaction.
- Administer and optimise third-party integrations with Salesforce Service Cloud to enhance functionality, ensuring these tools are used effectively.
- Provide ongoing support, troubleshooting, and training to users to maximize the effective utilization of Salesforce and drive adoption across the team.
- Stay current with Salesforce and Genesys updates, industry best practices, and emerging trends. Recommend and implement new features and functionalities to maintain a cutting-edge service operation.
- Collaborate with cross-functional teams to gather, analyse and implement requirements for contact centre solutions, including but not limited to IVR, routing, and reporting.
- Design and build end-to-end contact centre solutions using Genesys Cloud, incorporating industry standards and best practices.
- Document all configuration, processes and procedures related to both Salesforce and Genesys Cloud, ensuring knowledge transfer and continuity.
Knowledge and Experience:
- Minimum of 3 years of experience as a Salesforce Consultant/Developer, with a proven track record in Salesforce Service Cloud.
- Strong understanding of Salesforce configuration, customisation, flow, LWC, Apex, and administration best practices, with proficiency in Salesforce automation tools.
- Experience with CRM software and working knowledge of relational database design.
- Excellent communication skills with the ability to collaborate effectively with cross-functional teams, including IT and customer support.
- Detail-oriented with strong analytical and problem-solving abilities, capable of troubleshooting complex issues in a fast-paced environment.
- Resilient individual who thrives in a dynamic and evolving environment, with a passion for learning and embracing a curious mindset.
Desirable:
- Experience with Genesys Cloud, including designing, configuring, and customising contact centre solutions using Architect to build email and call flows.
Certification:
- Salesforce Administrator Certification (required)
- Salesforce Platform Developer 1 (required)
- Service Cloud Consultant (required)
- Salesforce Advanced Administrator Certification (preferred)
- Salesforce Platform App Builder Certification (preferred)
- JavaScript Developer 1 (preferred)
If you like wild growth and working with happy, enthusiastic over-achievers, you will enjoy your career with us!
Salesforce Applications Support employer: Ttigroup
Contact Detail:
Ttigroup Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Salesforce Applications Support
✨Tip Number 1
Familiarise yourself with Salesforce Service Cloud and Genesys Cloud. Understanding the specific features and functionalities of these platforms will help you demonstrate your expertise during interviews and discussions with potential colleagues.
✨Tip Number 2
Network with current employees or professionals in the Salesforce community. Engaging with others who work in similar roles can provide valuable insights into the company culture and expectations, which can be beneficial when preparing for interviews.
✨Tip Number 3
Stay updated on the latest Salesforce and Genesys trends. Being knowledgeable about recent updates and industry best practices will not only enhance your skills but also show your commitment to continuous learning during the interview process.
✨Tip Number 4
Prepare to discuss specific examples of how you've successfully configured and customised Salesforce in previous roles. Having concrete examples ready will help you illustrate your problem-solving abilities and technical expertise effectively.
We think you need these skills to ace Salesforce Applications Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Salesforce Service Cloud, including specific projects or achievements that demonstrate your skills in configuration, development, and maintenance.
Craft a Compelling Cover Letter: Write a cover letter that connects your background to the key responsibilities of the role. Mention your experience with Salesforce automation tools and any relevant certifications to show you’re a great fit.
Showcase Your Problem-Solving Skills: In your application, provide examples of how you've tackled complex issues in previous roles. This will demonstrate your analytical abilities and resilience in a fast-paced environment.
Highlight Collaboration Experience: Emphasise your ability to work with cross-functional teams. Include specific instances where you collaborated with IT or customer support to achieve successful outcomes, as this is crucial for the role.
How to prepare for a job interview at Ttigroup
✨Know Your Salesforce Inside Out
Make sure you have a solid understanding of Salesforce Service Cloud, including its configuration and customisation. Be prepared to discuss specific features you've worked with, such as Flow and Apex, and how you've used them to improve service operations.
✨Showcase Your Problem-Solving Skills
Prepare examples of complex issues you've encountered in previous roles and how you resolved them. Highlight your analytical skills and your ability to troubleshoot effectively, as these are crucial for the role.
✨Demonstrate Collaboration Experience
Since the role involves working closely with cross-functional teams, be ready to share experiences where you've successfully collaborated with others, particularly in IT or customer support. Emphasise your communication skills and how they contributed to project success.
✨Stay Updated on Industry Trends
Familiarise yourself with the latest updates in Salesforce and Genesys Cloud. Being knowledgeable about emerging trends and best practices will show your commitment to continuous learning and improvement, which is highly valued in this role.
