Salesforce Administrator - Service Cloud

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.
• 2-6 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.