[VO2 Canada] - Salesforce L2 Support Consultant - Sales & Service Cloud - Consultante Salesforce Support N2
About The Position
We are looking for a dedicated L2 support consultant on the Salesforce ecosystem of a major international luxury retail player. You will be the only L2 resource based in North America, which makes you the main point of contact for users and client teams during NA business hours. This is a pure support role: investigation, configuration fixes, data corrections. No development work is expected, anything requiring code-level intervention is escalated to L3. You will work daily with the service centre based in Paris, in particular with the person handling ticket routing and classification across the Salesforce, mobile application and Marketing Cloud teams. Target volume during the pilot phase: 5 to 8 tickets resolved per day.
Requirements
- Proven experience on Salesforce Sales Cloud and Service Cloud, intermediate to senior level.
- Awareness of integration environments, MuleSoft in particular.
- Fluent English, written and verbal, mandatory.
- Strong coordination skills across multiple teams: mobile, POS, L1 and L3.
- Based in North America (Canada or United States).
Nice To Haves
- Spanish or French is a strong plus.
- Luxury retail or CRM clienteling experience.
- Exposure to mobile applications.
- Hands-on practice with ServiceNow and Jira.
Responsibilities
- Run full L2 investigation on incoming tickets: analysis, configuration fixes, data corrections.
- Build and maintain the knowledge base (KB) in ServiceNow, shared with the service centre to make L1 more autonomous.
- Spot recurring incidents and raise a continuous improvement ticket so the structural cause gets addressed, not just the one-time fix.
- Keep a strong day-to-day link with the Paris service centre on ticket routing and classification.
- Coordinate with the L3 factory on complex incidents requiring code-level intervention.
- Act as the primary interface with client stakeholders during NA business hours.
- Attend the daily stand-up and governance meetings.
Benefits
- Unlimited snacks, cereals, fruits, drinks & coffee
- Afterworks with colleagues, Mario Kart sessions, ping pong and table soccer
- A caring and supportive working atmosphere
- Company awarded Platinum in the ChooseMyCompany HappyIndexAtWork 2026 ranking
- Pleasant environment in the heart of Montreal
- Break area with unlimited snacking and friendly spaces to unwind
- Hybrid policy and flexible hours (2 days on site per week, with Thursday mandatory)
- Possibility of working remotely several months a year from outside Canada
- Regular afterworks for team building and celebrations
- Free access to the gym and showers directly in the building
- Health insurance covered at 100% for the employee and 50% for partners and children (including life insurance, health, disability, dental, vision, paramedical, massages, etc.)
- Group RRSP and TFSA with a 100% DPSP employer contribution, up to 4% of annual salary, with a 2 year vesting period
- OPUS public transport supported at 60%
- Computer equipment provided: laptop, external monitor, mouse, keyboard and headset
- Arrival package with quality goodies and gifts
- Access to Babbel for language learning
- Access to Udemy for professional training
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
