Customer Service Systems Administrator
| Location | CPT - CBD, South Africa |
| Date Posted | March 10, 2021 |
| Category |
Customer Service
|
| Job Type |
Full-time
|
| Currency | ZAR |
Description
Duties & Responsibilities
As a CS Systems Administrator, you will have a key role in ensuring that all our critical CS systems are properly managed and that your user base is well looked after and properly trained in how to get the best out of these systems. This includes our core Salesforce platform, plus tools for managing telephony and social media interactions, where you will be providing hand-on user support and training, user management, configuration, documentation, defect tracking and resolution, and system reports. If the teams need it to be done in our CS systems, you’ll be providing it to them!
Part of a small new team created to focus specifically on our CS systems, you will be an SME and will be part of actively driving improvements for the entire user base across these systems.
What you will be doing
- Configure: manage administration functions including user and security management, object customizations, process automation, fields/relationships, workflow rules, page layouts, validation rules, email templates, custom buttons
- Manage Users: lead the onboarding and systems orientation of new users
- Document Everything: it all needs to be properly documented, including training and release documentation for the user base
- Quality Assure: test everything before it gets to the users and then ensure the user base knows what and how to test to confirm it all works
- Support: proactively engage with the user base to find and track problems and to feedback on solutions, using a ticketing system and associated reports
- Keep Everything Healthy: make sure storage, licensing, points of integration, and general service availability are properly managed
- App Installations and Integrations: work with select 3rd parties to implement approved functional extensions and capabilities
- Collaborate and Improve: constantly engage with the user base and partners to plan, review, feedback, and continuously improve our CS systems – standing still is NOT an option!
What you need for this role
- 4+ years of experience providing operational support using Salesforce. com
- Expert level understanding of the Salesforce product suite, including Sales Cloud, Service Cloud, and Social Studio & Automate, underpinned by Salesforce Advanced Administrator Certification
- Experience with Visualforce, APEX, Java, Canvas, Process Builder, Salesforce Cloud Flow Designer, SOQL, and JavaScript
- Ability to provide great customer service in a dynamic, fast-paced environment and to pick up new skill sets quickly
- A passion for detail and problem solving, with excellent verbal and written communication skills
- Experience working with remote teams
- Hyper-growth start-up experience is a strong plus
Who you are
- Customer-focused: everything we do is about the customer
- Organized: 100s of people depend on these systems to do their jobs well, so it must work
- Analytical: you should be able to look at data and insight from multiple sources, and to draw informed conclusions
- Thrive under pressure: we’re hyper-growth, so there will always be challenges and more to do!
- Relevant: customers move faster than we do, so you need to help us keep up by staying on top of trends and applying that to how we can get the best out of our systems and our teams
- Team Player: building great teams is how we will succeed