Salesforce Applications Support page is loaded
Salesforce Applications Support
Apply locations Maidenhead, UK Droitwich, UK time type Full time posted on Posted 6 Days Ago job requisition id JR3120
TTI is a fast growing world leader in Power Tools, Accessories, Hand Tools and Outdoor Power Equipment for Do-It-Yourself (DIY), professional and industrial users in the home improvement, repair, maintenance, construction and infrastructure industries. Powerful brands, innovative products, exceptional people and operational excellence: We are dedicated to improving the lives of homeowners and tradespeople around the world. Join us and become a part of our success story.
Salesforce Applications Support
You will focus on Salesforce Service Cloud, playing a key role in its development, configuration, maintenance, and enhancement to support our customer service operations. As part of our dynamic team, you will have the unique opportunity to cross-train and support Genesys Cloud, working closely with our Infrastructure Teams to customise contact centre solutions. This role is crucial in driving customer satisfaction, and you'll contribute to the ongoing evolution of our service capabilities in line with our company’s mission to deliver exceptional customer experiences.
Key Responsibilities:
* Configure, develop, and customize Salesforce Service Cloud to align with the specific needs of our customer-facing teams, ensuring seamless integration with existing systems.
* Collaborate with stakeholders, including business analysts and customer service leaders, to refine requirements and translate them into scalable, effective solutions.
* Oversee user profiles, roles, permissions, and security settings within Salesforce, maintaining the integrity and security of customer data.
* Design, implement, and maintain automation processes using Flow, Apex, and other tools to streamline service operations, reduce manual workload, and improve efficiency.
* Develop, maintain, and enhance reports and dashboards to provide actionable insights into the service performance, productivity and customer satisfaction.
* Administer and optimise third-party integrations with Salesforce Service Cloud to enhance functionality, ensuring these tools are used effectively.
* Provide ongoing support, troubleshooting, and training to users to maximize the effective utilization of Salesforce and drive adoption across the team.
* Stay current with Salesforce and Genesys updates, industry best practices, and emerging trends. Recommend and implement new features and functionalities to maintain a cutting-edge service operation.
* Collaborate with cross-functional teams to gather, analyse and implement requirements for contact centre solutions, including but not limited to IVR, routing, and reporting.
* Design and build end-to-end contact centre solutions using Genesys Cloud, incorporating industry standards and best practices.
* Document all configuration, processes and procedures related to both Salesforce and Genesys Cloud, ensuring knowledge transfer and continuity.
Knowledge and Experience:
* Minimum of 3 years of experience as a Salesforce Consultant/Developer, with a proven track record in Salesforce Service Cloud.
* Strong understanding of Salesforce configuration, customisation, flow, LWC, Apex, and administration best practices, with proficiency in Salesforce automation tools.
* Experience with CRM software and working knowledge of relational database design.
* Excellent communication skills with the ability to collaborate effectively with cross-functional teams, including IT and customer support.
* Detail-oriented with strong analytical and problem-solving abilities, capable of troubleshooting complex issues in a fast-paced environment.
* Resilient individual who thrives in a dynamic and evolving environment, with a passion for learning and embracing a curious mindset.
Desirable:
* Experience with Genesys Cloud, including designing, configuring, and customising contact centre solutions using Architect to build email and call flows.
Certification:
* Salesforce Administrator Certification (required)
* Salesforce Platform Developer 1 (required)
* Service Cloud Consultant (required)
* Salesforce Advanced Administrator Certification (preferred)
* Salesforce Platform App Builder Certification (preferred)
* JavaScript Developer 1 (preferred)
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#Hybrid
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
About Us
Techtronic Industries (TTI) is a fast-growing world leader in Power Tools, Accessories, Hand Tools, Outdoor Power Equipment, Floor Care and Appliances for Do-It-Yourselfer (DIY), professional and industrial users in the home improvement, repair, maintenance, construction and infrastructure industries.
Our Values
An unrelenting strategic focus on Powerful Brands, Innovative Products, Operational Excellence and Exceptional People drives our culture.
• Brand loyalty is a cornerstone for sustainable growth and increased profitability. We highly regard and respect our brands and all of the end-users who invest their confidence in them.
• TTI is delivering a tidal wave of change in multiple industries with its cordless technology leadership. Whether power tools, floorcare, or outdoor products. We believe in continually challenging accepted standards, exploiting, adapting, and improving technologies to create better products for higher-value brands.
• Our operational excellence is the engine that provides the power to innovation. This means examining every single aspect of bringing a product to market and questioning how to improve the efficiency of even the smallest detail.
• TTI understands that the greatest investment for every organization is in its people. At TTI, we invest heavily in developing current and future leaders. Filling the growing TTI management needs is the Leadership Development Program through aggressive university recruitment, training, and promotion ladder for high-potential talent.
• Instilling ESG (Environmental Social Governance) best practices along our value chain drives TTI’s approach to sustainability in the way we operate, what we produce, how we source and the way we live. Sustainability is at the core of our business today and is the bedrock for both the development of our business.
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