Job Summary

  • Company
    Diversify Intelligent Staffing Solutions Inc
  • Location
    Other - Philippines
  • Job Type
    Full Time, Employee
  • Job Category:
    Sales/Business Development
  • Occupations:
    Other Sales
  • Industries
    ITES/BPO
Salesforce Administrator
POSITION OVERVIEW
Responsible for the Salesforce Service Cloud Systems, constantly improving the system, troubleshooting and working with end-users to ensure that the application meets their needs and responds to changes in operations, policies and/or procedures so our Customer Care team can deliver a world-class customer experience, delighting our customers, clients, and business partners at every touchpoint. Ensuring the service is delivered within budgets and our systems and tools are working at optimum levels.

GENERAL RESPONSIBILITIES
Policy & Procedures
  • Daily administration and support of the Salesforce Service Cloud environment and database including but not limited to system configuration, managing multiple user setup, profiles and roles, customization of objects, fields, record types, page layouts, and validations
  • Perform ongoing system administration including testing and deployment of updates, maintaining user roles, monitoring application storage, security settings, profiles, sharing rules, workflow rules, triggers, and data integrity
  • Collate, analyse and produce customised reports and dashboards as required in consultation with business teams
  • Troubleshoot identified Salesforce issues and work with external vendors (if required) to resolve them
  • Install and configure 3rd party platforms
  • Raise support tickets with Salesforce and manage through to resolution as required
  • Develop and maintain documentation on processes, policies and configuration
  • Manage the software testing process, which includes devising test plans, creating test cases, establishing protocols and appropriate testing environments and coordinating actual software testing
  • Evaluate new releases of Salesforce to determine functional requirements and provide detailed information on how changes will apply to all affected departments/users
  • Maintain data integrity by doing regular checks and reviews of the data in the system
  • Be the Salesforce subject matter expert (SME) providing support for internal staff queries and escalations
  • Working as part of a team (Operations, Workforce, Frontline Salesforce, Tech) actively participate in prioritising and tracking system improvements via monthly sprints
  • Exhibit a strong understanding of the Salesforce platform, with the ability to build custom fields, workflows, custom views, and other content of intermediate complexity.
  • Stakeholder for Service Cloud - Salesforce Administrator
  • Testing and deployment of and changes to Salesforce and Central
  • Ad-hoc project work in collaboration with the Customer Care Operations Manager
Training & Development
  • Managing and implementing a high level of quality control amongst the team
  • Managing and implementing a consistently high level of productivity across the team
  • Continuous development and training of the Workforce, Process, and Training and Quality teams
  • Contributing to the continuous motivation of the Customer Care team to ensure optimum performance
Reporting
  • Reporting daily to the Customer Care Operations Manager on previous days statistics, issues and any major team concerns
  • High-level data comparison to improve KPI’s and productivity
  • Salesforce Service Cloud
  • Improving Productivity

POSITION REQUIREMENTS
  • At least 3 years relevant work experience within Salesforce ecosystem
  • Certification in Salesforce Admin ADM201 or ADM211 is preferred
  • Ability to work in a Dev environment and exposure in SCRUM/AGILE methodologies are required
  • Must have exceptional attention to detail
  • Previous experience in an online eCommerce business is highly preferred
  • Strong written and verbal communication skills

 
About Company

Diversify Offshore Staffing Solutions is an Australian owned company, working with medium, large and listed businesses in Australia, the US, Canada, and New Zealand to provide access to digitally-empowered global workforces in the Philippines.

We were born from a desire to empower organisations through cost effective, sustainable workforce solutions. We know that businesses who capitalise on a strategic offshoring solution are better equipped to scale up their operations, expand their capabilities, engage talent they may not have had access to before, and allow local employees to focus on growth related activities.

Our Vision

To inspire organisations to think globally, act globally and embrace the digital revolution by engaging flexible global workforces to grow and empower their business.

Diversify leverages the global marketplace to deliver strategic business solutions that drive growth and efficiency. We aspire to lead organisations to consider their workforce development differently by thinking outside the box of traditional approaches to growth and operational efficiency.