Salesforce Technology Support Specialist

Richemont•Grand Prairie, LA

3d•Onsite

About The Position

Richemont, a global leader in the luxury sector, is seeking a Salesforce Technology Support Specialist for its Dallas, TX location. This role supports the Salesforce and Client Relation Center ecosystems by acting as a liaison between business, regional, and group technology teams. The specialist will ensure that business needs are met by Salesforce and Client Relation Center tools, translate business requirements into technical solutions, and oversee the support landscape for these applications. The position involves managing system integrations, providing business advisory for system efficiencies, and facilitating testing and training communications. The role requires a customer-centric approach and the ability to escalate conflicting views to management with proposed solutions.

Requirements

College education or technical school background in Computer Science or Computer Engineering.
3-5 years of experience in the Salesforce ecosystem.
Experience with Salesforce Service Cloud / Salesforce Commerce Cloud.
Experience integrating 3rd party platforms and tools into Salesforce.
Experience with Salesforce integration with SAP.
In-depth experience troubleshooting user access and roles management issues.
Proven experience leading, owning, and delivering Salesforce-related projects with minimal mentorship.
Proficiency with Microsoft Office Suite.

Nice To Haves

ServiceNow and Jira incident management / enhancement requests experience.
Salesforce Customer 360 and Service Cloud certifications.
In-depth knowledge of Salesforce users setup, security, roles, access management, and reporting tools and techniques.
Fluent Commerce and Salesforce Marketing Cloud experience.
Vonage and Medallia support skillset.

Responsibilities

Assist local and group technology teams in testing Salesforce and related system changes, as well as new software enhancements.
Coordinate and participate in User Acceptance Testing (UATs).
Develop and maintain systems technical and user documentation for regional projects.
Relay user documentation provided by Group Technology to Key Users.
Support a seamless customer journey through backend and Client Relation Center solutions.
Understand data governance across the Salesforce Richemont Application landscape.
Support and advise Key Users in problem determination for issues related to the Salesforce Richemont landscape (ServiceNow / Jira).
Provide guidelines on incident management and answer functional & process questions.
Systematically review open tickets with Group Technology Level 3 support, collect information, and follow up on escalations.
Troubleshoot user access issues.
Validate data between Salesforce and source systems (SAP).
Validate issue priorities.
Assist Key Users with report creation and extractions.
Act as a liaison between the local business and Group Technology for Salesforce-supported applications.
Bring Key Users in when needed to clarify user expectations.
Support Salesforce Richemont tools and interfaces with other systems.
Meet regularly with Business representatives to discuss issues and top priorities.
Collaborate with Service Desk, Information Security, connectivity, etc., when applicable.
Participate in cross-functional support.
Develop business understanding with Business Users.
Discuss and review business processes.
Maintain and understand call plan development, create/disable users in Vonage.
Provide workarounds or alternatives to solve determined problems and, if necessary, help Business Users validate technical aspects of Enhancement Requests (ERs).
Assist local and Group Technology Teams in the development and design of Salesforce and Client Relation Center related system enhancements.
Understand project implementation considering Salesforce Applications support.
Provide Salesforce Key Users training on new system functionalities.