Junior Salesforce Administrator

Who is ProV International

ProV is an award winning global technology consulting firm. Specializing in IT strategy, advisory, implementation, management and optimization. Our proven technology solutions not only improve operations, but provide better business outcomes and results.

We specialize in: Cloud Technology, IT Strategy & Advisory, Software Implementation, Business Process Optimization, and Intelligent Operations.

We are a certified partner of the top technology platforms used today, including IFS Applications, Microsoft Azure, Tanium, ServiceNow, Boomi, Sugar CRM, and UiPath.

Why Join Us

• Strong Company Culture fostering collaboration, growth, engagement and Work Life Balance
• Innovative Work Environment with recognition and rewards for team members who excel and give their best performance for the company and its clients.
• Competitive and above market standard compensation and benefits are offered to team members including HMO and Insurance on 1st day.
• ProV is committed to Diversity, Equality, and Inclusion

Jr Salesforce Administrator

Responsibilities includes but not limited to:

• Live chat (Fresh chat)
• Provide first-line support to end-users, addressing and resolving technical issues related to hardware, software, and network connectivity.
• Utilize Salesforce to track, manage, and resolve service requests and incidents in a timely manner.
• Assist in the administration of Salesforce Service Cloud, including user management, case management, and reporting.
• Collaborate with other IT team members to troubleshoot and resolve complex technical issues.
• Document and maintain knowledge base articles, troubleshooting guides, and standard operating procedures.
• How to of the platform (using knowledge base & fresh chat)
• First line of defense of the tickets (Fresh Desk)
• Closing tickets (Fresh Desk, etc.), Triage (and follow through to closure) Configuration of Fresh Desk
• Escalation
• Creation of Knowledge base based on queries and troubles received (secondary) Track and report ticket details, status and SLAs
• Broadcast (means broadcast message, when future release, downtime)
• Problem validation through co-browsing session (screen recording & screenshot)
• Problem solving through knowledge base
• Other tasks/responsibilities that may be asked from time to time.

Qualifications

• Proven experience working in a service desk or technical support role.
• Hands-on experience with Salesforce Service Cloud, including case management and reporting.
• Strong understanding of ITIL principles and best practices.
• Excellent problem-solving skills and ability to work under pressure.
• Exceptional communication and interpersonal skills.