Salesforce Administrator

Salesforce Administrator - Customer Support

Job Description

Location: Austin, TX or
San Jose, CA

Overview

Our client is committed to providing industry-leading customer support through intelligent, streamlined agent tools and world-class service experiences. We're seeking a hands-on Salesforce Administrator to join our support technology team, build out our Service Cloud capabilities, and partner with engineering to deliver a best-in-class agent platform.

About the team

Our Customer Support Technology Product and Program management team enables a global support organization and self-service ecosystem that supports our human advisors and millions of customers. We own the technology systems that power our support operations team including our CRM (Salesforce Service Cloud), telephony/CTI integrations, knowledge workflows, dashboards/analytics and continuous improvement of agent productivity and customer satisfaction. You'll work closely with product and program management, support operations, engineering, data science and more to deliver a compelling support experience.

About the role

You will own the day-to-day administration and evolution of our Salesforce Service Cloud platform for support operations. Your responsibilities will span user management, configuration, automation, reporting and integration support. You will serve as the administrator partner to agent teams and collaborate closely with engineering (Salesforce developers) on enhancements, integrations (such as Amazon Connect), and scalable platform improvements. This is a high-impact role in a fast-moving support environment.

Responsibilities

• (Configure and fine-tune our Salesforce Service Cloud setup-think workflows, custom fields, layouts, integrations, and beyond- to power smarter, faster service across the business
• Be a champion for efficiency: constantly assess our systems and processes to identify opportunities that boost team productivity, improve user experience, and enhance customer satisfaction
• Oversee data integrity within the Salesforce Service Cloud instance, ensuring data compliance and security via security reviews, release updates, and health checks
• Lead Salesforce projects from start to finish- whether it's a new integration, major upgrade, or process overhaul- delivering on time and within budget
• Create and maintain individual reports, dashboards, and reporting infrastructure to provide stakeholders with real-time and historical visibility into key performance metrics and operational details
• Collaborate with stakeholders across the company to understand goals, gather requirements, and deliver smart, scalable solutions and be the go-to communicator for platform changes and updates
• Create and maintain technical documentation that reflects the current state of our Salesforce usage and enables continued scaling of our use of Service Cloud
• Maintain vendor relationships with Salesforce and other strategic technologies that integrate with Service Cloud, while exploring new technologies-especially in AI and automation-that can level up our support capabilities
• Stay up-to-date on Salesforce capabilities, and work closely with CX leadership to shape the technology roadmap that supports our vision and drives business success

Minimum Qualifications

• 2-5 years of hands-on experience as a Salesforce Administrator in a customer support, service, or contact-center context.
• Experience with Salesforce Service Cloud supporting agent workflows and service operations. * Salesforce Certified Administrator.

Education & Other Requirements

• Bachelor's degree in Information Systems, Computer Science, Business or equivalent professional experience.
• Excellent documentation, training, communication and stakeholder-collaboration skills.
• Experience working with engineering teams, agile or sprint-based development environment, and balancing production support with continuous improvement.

Preferred Qualifications

• Salesforce Certified Advanced Administrator (Admin II).
• Salesforce Certified Service Cloud Consultant (or other cloud cert such as Sales Cloud, Field Service, Nonprofit Cloud).
• Experience integrating Amazon Connect with Salesforce (telephony/CTI, call routing, screen-pop, call logging).
• Salesforce Certified Agentforce Specialist.

Schedule Requirements

• Monday - Friday, Standard Business Hours

Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class.
Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company's 401(k) retirement plan.

Additional disclaimer:

Unless otherwise noted in the job description, the position Vaco/Highspring is filing for is occupied. Please note, however, that Vaco/Highspring is regularly asked to provide talent to other organizations. By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions. Submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. Further assessment of candidates beyond this initial phase within Vaco/Highspring will be otherwise assessed by recruiters and hiring managers. Vaco/Highspring does not have knowledge of the tools used by its clients in making final hiring decisions and cannot opine on their use of AI products.

Desired Skills and Experience
* Salesforce certifications (Admin required; Advanced Admin / Service Cloud Consultant a plus)

* Hands-on experience with Salesforce Service Cloud in a support or contact-center environment

* Experience supporting Salesforce integrations (e.g., CTI/telephony or third-party tools)

* Strong ability to partner cross-functionally (support ops, engineering, product, etc.) and communicate clearly with stakeholders

* Comfortable owning configuration, workflows, reporting, and ongoing platform improvements