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Job Position: Service Cloud Specialist
Job Location: Remote
Job Type: Contract
Job Responsibilities:-
- Configure and customize Salesforce Service Cloud to support customer service processes and workflows.
- Collaborate with stakeholders to gather requirements and translate them into technical solutions within Salesforce Service Cloud.
- Implement and maintain Service Cloud features, including case management, knowledge base, entitlements, and service contracts.
- Create and manage Salesforce Service Cloud reports and dashboards to monitor customer support metrics and KPIs.
- Train customer support team members on Salesforce Service Cloud functionality and best practices.
- Provide ongoing support and troubleshooting for Salesforce Service Cloud issues.
- Stay up-to-date on Salesforce Service Cloud updates, releases, and best practices to continuously optimize our Service Cloud instance.
- Collaborate with cross-functional teams, including customer support, IT, and operations, to ensure alignment of Salesforce Service Cloud with business objectives.
- Assist with Salesforce Service Cloud integration with other business systems as needed.
Job Requirements:
- Bachelor's degree in Business Administration, Computer Science, Information Systems, or a related field.
- 2-5 years of experience working with Salesforce Service Cloud, including configuration, customization, and administration.
- Salesforce Administrator certification is required; Salesforce Service Cloud Consultant certification is a plus.
- Strong understanding of Salesforce Service Cloud functionality, including case management, knowledge management, and entitlements.
- Proficiency in Salesforce declarative tools, such as Process Builder, Flow, and Workflow Rules.
- Experience with Salesforce Lightning Experience is preferred.
- Excellent communication skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.
- Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving issues.
- Ability to work independently and collaboratively in a fast-paced environment.
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