Salesforce Support Specialist in Washington, DC at ConsultNet

Date Posted: 9/12/2019

Job Snapshot

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Job Description

ConsultNet is actively recruiting for a Sr. Salesforce Quality Assurance and Technical Support candidates to provide day-to-day support to the user community of the Salesforce-based CRM. This position requires a thorough understanding of both the technical and business functions of the tool, an ability to identify bugs and do troubleshooting required to resolve help tickets. The Senior Specialist also trains others to perform support duties including the diagnosing of problems and the delivery of solutions to end users.

Essential Duties/Responibilities:
  • Ensure Salesforce managed package releases contain no errors by designing, developing, documenting and implementing test cases/plans, evaluating their output and informing the development process to identify bugs and rewrite requirements.
  • Conduct exploratory testing to evaluate robustness and functionality of products, including updating and executing automated tests and maintenance actions as packages change over time.
  • Communicate feature interaction problems to the full team and identify coding problems across the whole system.
  • Ensure that all tickets submitted by users are responded to and resolved in a timely manner in accordance with customer satisfaction and support team benchmarks and policies as established.
  • Triage and escalate incoming support tickets and resolve Tier II tickets, as well as Tier III tickets as knowledge is gained. Track all open tickets through to resolution.
  • Ensure Tier II queue coverage during support hours, forecast capacity needs based on volume, triage tickets and maintain monthly Tier II support coverage schedule.
  • Provide Tier III level support follow-up for tickets escalated to developer.
  • Coordinate with testing/release lead and Manager, Salesforce Technology on all Tier III Level tickets that require development to ensure timely and high quality regression testing in advance of a new release. Ensure proper documentation and resolution of support tickets once development/fixes are testing and deployed to user community.
  • Lead weekly Support Team meetings and deliver ongoing support-related training for SBI Tech Team members.
  • Assume responsibility for the creation of knowledge base articles to ensure documentation of bugs and bug resolution. Includes identification of custom solutions that come from the user community in response to an operational pain point to ensure that users with like problems can replicate best practices by their peers. Requires coordination with Communications and Knowledge Base Specialist in an effort to ensure timely publication and communication around newly published articles to encourage peer to peer collaboration and sharing.
  • Become highly proficient with the Tech Team's Salesforce Service Cloud and Taskray support implementation and work with the Manager, Salesforce Technology to leverage functionality to ensure high quality service to user community and to ensure timely and comprehensive dashboard reports to project owner, Manager, Salesforce Technology and upper management as requested.
  • Process and address internal support requests (i.e. configuration change requests to Salesforce Service Cloud, training related to providing support, etc.).
  • Complete required training and learning required to become secondary back-up for business strategy tickets.
Required Minimum Qualification:

A bachelor's degree in Computer Science, Information Technology, Information Management or related field or at least (3) three years of related Salesforce quality assurance, customer service or technical support experience.
A minimum of (3) three years of Salesforce quality assurance or technical customer service support experience for a CRM as well as internal team technical support experience.
Salesforce Certified Administrator and/or Salesforce Certified Platform Developer I certification.

Competencies, Knowledge, Skills & Abilities:
Ability to work in a fast-paced environment managing multiple deadlines and requirements.
Exceptional writing and verbal communication skills.
Proven organizational and time-management skills.
Proven ability to provide quality assurance support to the internal team as well as technical support to end-users.

Quality Assurance:
Ability to easily understand business requirements and lead brainstorming sessions for functional understanding by the QA team.
Ability to configure and execute QA testing scripts in Selenium or similar tool, as well as data sets for testing in various Salesforce instances.
Proven competency including but not limited to the following Salesforce quality assurance tasks:
o Creating Accounts
o Creating Contacts to relate with Accounts
o Enabling created contacts as External Users
o Assigning Product licenses to External Users
o Creating Internal Users
o Assigning SFDC Product licenses to Internal and External Users
o Assigning users to respective queues and public groups as applicable
o Checking all page layouts
o Checking all related lists of detail pages
o Checking all the columns in the related list
o Creating test data to perform testing
o Working closely with the development team to design, build and test the application
o Providing direction for system enhancement and defect fixes
o Providing new ideas and information as the product evolves
o Prioritizing and estimating critical deadlines across the project
o Providing detailed documentation to business and development team
o Assisting with organizing and delivering training sessions/demos for customers

Technical Support
Demonstrated ability to provide high quality customer service and training to end users with varied level of technical proficiency and/or product understanding.
Ability to engage with users in the field in a professional way with a focus on addressing their challenges and articulating complex technical solutions in a user-friendly manner.
Experience producing support metrics reporting on customer satisfaction rating, ticket status, rate of closure, etc.

Salesforce Sales Cloud, Salesforce Service Cloud, change management tools (such as CumulusCI and MetaCI), automated testing tools (such as Selenium), ticket management tools (such as JIRA or Taskray) and MS Office Suite. Experience with supporting cloud-based SAAS applications required.

Preferred Qualifications:
Salesforce Certified Advanced Administrator or work toward the completion thereof via attended Salesforce trainings or Trailhead trail completions. Experience working with Selenium. Experience working with Taskray. Experience working with CumulusCI and MetaCI. Experience as team lead in a customer service and/or help desk environment. Manage all help system data and conduct analysis such that data informed strategies are implemented in an effort to improve customer satisfaction, help desk efficiency, and overall support team performance.

Be a part of the ConsultNet difference. As a leading national provider of IT staffing and solutions, ConsultNet delivers exceptional services to startup, midmarket and Fortune 1000 companies across North America. Since 1996, we've partnered with clients to create rewarding opportunities for our consultants, successfully building teams that have surefire results.
In the past two years alone, we have placed more than 1,500 consultants in contract, contract-to-hire, or direct placement opportunities. We understand communication is key to finding the right job that matches your skills and career goals. For us, it's not just the work that we do; it's how we do the work. Our breadth of offerings extends to multiple IT positions in major markets throughout the country, see more at