Service Cloud Administrator

3 months ago

Bengaluru, India Simeio Full time

**Job Title: Service Cloud Administrator (Level 2)**

We are seeking a talented and experienced Service Cloud Administrator (Level 2) to join our team. As a Level 2 Service Cloud Administrator, you will be responsible for the administration, configuration, and optimization of our Service Cloud instance. You will work closely with the service and support teams to understand their needs and ensure that Service Cloud effectively supports their daily operations and customer service activities.

**Responsibilities**:

- Administer and maintain the Service Cloud platform, including user management, security settings, and data integrity.
- Collaborate with the service and support stakeholders to gather requirements and implement customizations to enhance Service Cloud functionalities.
- Integrate Service Cloud with other systems, such as CRM or ERP platforms, to streamline data exchange.
- Create and maintain reports and dashboards to monitor service performance and track key performance indicators (KPIs).
- Troubleshoot and resolve technical issues related to Service Cloud configurations and functionalities.
- Stay up to date with the latest Service Cloud updates and features and recommend best practices for optimal system performance.
- Provide training and support to end-users, ensuring they can leverage Service Cloud effectively in their daily tasks.
- Collaborate with Level 1 Administrators and cross-functional teams to address complex technical challenges.
- Collaborate with external consultants and vendors in the implementation of new Service Cloud features and enhancements.

**Qualifications**:

- Bachelor's degree in computer science, Information Technology, or a related field.
- Proven experience as a Level 2 Service Cloud Administrator or similar Salesforce-based role with a focus on customer service and support.
- Strong understanding of customer service processes and best practices.
- Proficiency in configuring and customizing Service Cloud objects, workflows, and automation.
- Experience with Service Cloud integrations and data migration.
- Knowledge of Salesforce Lightning Experience and related tools.
- Salesforce certifications, such as Salesforce Certified Service Cloud Consultant, are a plus.
- Excellent problem-solving skills and the ability to troubleshoot and resolve technical issues effectively.
- Strong communication and interpersonal skills, with the ability to collaborate with stakeholders at all levels.
- Detail-oriented and highly organized, with the ability to manage multiple priorities effectively.

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