Salesforce Service Cloud Support Specialist

Job Type: Contract

Job Category: IT

Job Description

Provide day-to-day support and administration for Salesforce Service Cloud, ensuring platform stability and user satisfaction.
Troubleshoot and resolve user issues related to cases, workflows, email-to-case, omni-channel routing, and automation tools.
Manage and maintain Service Cloud configurations, including queues, case assignment rules, macros, quick text, and knowledge articles.
Work closely with business stakeholders to gather requirements and implement enhancements or new features.
Perform data management tasks (data imports, exports, deduplication, reporting).
Support integration with other systems (CTI, chat, marketing tools, etc.) and work with IT teams or vendors to resolve issues.
Create and maintain documentation, user guides, and training materials for Service Cloud processes and features.
Monitor platform performance, ensure compliance with Salesforce best practices, and suggest improvement opportunities.
Stay updated on Salesforce releases and new Service Cloud functionalities.

Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent experience).
2–5 years of experience in Salesforce Service Cloud support, administration, or related CRM role.
Strong knowledge of Salesforce configuration: case management, flows, automation, Omni-Channel, Knowledge Base, and Service Console.
Experience with Salesforce Reports & Dashboards.
Understanding of Salesforce security, user profiles, roles, and permission sets.
Excellent troubleshooting, analytical, and communication skills.
Salesforce Certified Administrator (ADM 201) required or in progress.

Salesforce Service Cloud Consultant certification.
Experience with CTI integrations, Live Chat, or Experience Cloud.
Familiarity with ITIL or service management processes.
Experience with third-party tools (e.g., ServiceNow, Jira, Slack integrations)

Required Skills

ANNOTATION SPECIALIST