Salesforce Help Desk Functional & Technical Developer

Overview

Remote
Depends on Experience
Part Time

Skills

Salesforce
Salesforce Marketing Cloud
SDLC
Strong Communication skills
Salesforce Configuration
Journey Builder
Email Studio

Job Details

Overview:

We are seeking a highly capable Service Desk Technician to join our team as a Help Desk Functional & Technical Developer. This role is crucial as the first point of contact for users requiring assistance, providing dedicated Tier 1 support primarily via Jira tickets and emails. The ideal candidate will have a strong background in technical support, a deep understanding of Salesforce and Salesforce Marketing Cloud, and experience in managing Jira service desk environments.

Key Responsibilities:

  • Helpdesk Support: Receive and effectively triage Helpdesk requests specifically for Salesforce Service Cloud and Salesforce Marketing Cloud issues.
  • Requirements Handling: Refine functional requirements provided by the business to ensure clarity and actionable outcomes.
  • Email Management: Efficiently respond to and triage emails sent to the Helpdesk, ensuring timely and accurate responses.
  • Customer Interaction: Provide exemplary customer support through Microsoft Teams, addressing queries and guiding users as necessary.
  • Jira Management:
    • Manage project settings and workflows within the Jira service desk.
    • Create and maintain user access protocols for Jira.
    • Develop and manage custom Jira Dashboards tailored to project needs.
  • Backup Support: Serve as a backup for other help desk responsibilities, including additional technical components as needed.

Required Skills and Experience:

  • Salesforce Marketing Cloud Expertise: Proven experience with Salesforce Marketing Cloud, with the ability to create, manage, and troubleshoot SFMC journeys.
  • Jira Proficiency: Strong familiarity with Jira, including advanced configuration, dashboard creation, and filter setup.
  • Problem-Solving Skills: Exceptional problem-solving abilities with a keen attention to detail.
  • Communication and Collaboration: Excellent verbal and written communication skills, with the ability to work effectively in team settings and interact with clients.
  • SDLC and Client Interaction:
    • Solid understanding of the Software Development Life Cycle (SDLC).
    • Experience in conducting client discovery sessions, gathering requirements, and translating these into user stories.

Preferred Qualifications:

  • Advanced Technical Skills: Advanced configuration and development experience in related systems and platforms.

 

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