• Location: USA, North Carolina, Burlington
  • Date Posted: 20th Jun, 2019
  • Reference: 062019

Job Description

Salesforce Service Cloud Analyst will strategies and effectively demonstrating solutions that address customer necessities. Salesforce Analyst will need to balance corporate value against the cost of development and ongoing maintenance efforts. Salesforce Service Cloud Analyst should have an understanding of a call center's key functioning metrics and performance indicators used to manage a Customer Service environment is required. Salesforce Service Cloud Analyst must be able to plan complete solutions for the team by utilizing information of important technology enablers used within a Customer Service environment.

  • Contribute to team on Saleforce Service Cloud engagements
  • Support change management and business readiness activities to deploy Salesforce Service Cloud, Field Service Lighting and/or Communities to end users.
  • Manage functional Salesforce project team members.
  • Run Salesforce workshops and training, working closely with Call Center; able to talk about tradeoffs (e.g. terms of configuration vs code).
  • Plan functional requirements to Salesforce Service Cloud features and functionality.
  • Train other team associates in customer service processes and Salesforce.com Service Cloud technology.

  • 2 years of Call Center experience
  • 2 years Salesforce Service Cloud and/or Field Service Lightning experience