Salesforce L3 Support

Flight Centre Travel Group; Hinoba-an; On-site; PHP 400,000 - 600,000; Full time

Job summary

A global travel management company is seeking an experienced L3 Support Specialist to handle high-level support cases in Salesforce Service Cloud. Responsibilities include managing customer issues, collaborating with technical teams, and maintaining product knowledge. Ideal candidates will have over 5 years of experience in Salesforce administration and strong organizational skills. Competitive salary and great work perks are offered.

Benefits

Generous remuneration structure

Fun and Energetic culture

Work life Balance

Travel perks

Career advancement opportunities

Flexible Working Arrangement

Reward & Recognition

Qualifications

• Minimum 5 years of experience in Salesforce.com administration, preferably with Service Cloud.
• Demonstrate constructive conflict resolution skills to ensure a positive outcome.
• Ability to analyse numerical data and other information sources.

Responsibilities

• Investigate and resolve level 3 support cases for Agent Workspace.
• Manage global case queues and ensure adequate support coverage.
• Create and curate Agent Workspace knowledge content.

Skills

Salesforce.com administration

Conflict resolution skills

Data analysis

Organizational skills

Ability to multitask

Tools

Salesforce Service Cloud

Visual Studio

Azure DevOps

Job description

FCM is one of the world’s largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries, FCM’s flexible technology anticipates and solves client needs, supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience.

About The Opportunity

The L3 Support role will investigate & resolve level 3 Agent Workspace (Salesforce Service Cloud) and related technologies support cases within an agreed business SLA.

Key duties & responsibilities:

Platform Support

• Investigate and resolve level 3 support cases for Agent Workspace (Salesforce Service Cloud) and other integrated systems users across all markets in AMER, APAC and EMEA
• Resolve support service requests, change request and incidents within SLA (Service Level Agreement)
• Manage global case queues to ensure adequate support coverage and handling of support cases.
• Research, document, and resolve customer issues, using internal and external tools.
• Where necessary escalate issues, bugs and change requests to internal technical teams, product teams and stakeholders when required.
• Managing customer expectations and the customer experience to improve customer satisfaction.
• Creating and curating Agent Workspace knowledge content, specifically Level 3 knowledge articles.
• Troubleshoot and investigate salesforce technical functionality. E.g. omni channel routing flows and Apex classes in Salesforce.com

Technical Team Liaising

• Attend technical ceremonies to stay in touch with development, sprint planning, and knowledge.
• Facilitate the deployment of support configuration requests through the technical deployment process (Visual Studio, Azure DevOps, Salesforce CLI etc), and by working closely with the global technical team

Personal Development

• Maintain Salesforce product knowledge, as well as relevant third-party applications supported.
• Create and maintain personal salesforce trailhead and certification plans.
• Work with your leadership teams to develop brightness of future plans.

Job Requirements & Competencies:

• Minimum 5 years of experience in Salesforce.com administration, preferably with Service Cloud, Salesforce Administrator, and Advanced Administrator
• Demonstrate constructive conflict resolution skills to ensure a positive outcome for all involved
• Ability to see outside the square when overcoming problems
• Ability to analyse numerical data and all other sources of information
• Have a highly organised approach to work
• Ability to work on multiple tasks at the same time, completing within required time frame and quality standards
• Ability to take a commercially balanced approach, to judge/weigh wants and needs to ensure integrity and security of data

Work Perks! - What’s in it for you:

FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.

You will be rewarded with competitive market salary. You will also be equipped with relevant training courses and tools to set you up for success with endless career advancement and job opportunities all over the world.

• Generous remuneration structure and a highly competitive salary

• Fun and Energetic culture: At the heart of everything we do at FCM is a desire to have fun and be yourself

• Work life Balance: We believe in “No Leave = No Life” So have your own travel adventures with paid annual leave

• Travel perks: You'll have access to plenty of industry discounts to ensure you continue to broaden your horizons

• A career, not a job: We believe in our people brightness of future. As a high growth company, you will have the opportunity to advance your career in any direction you choose whether that is locally or globally

• Enjoy the freedom and flexibility with our Flexible Working Arrangement

• Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!

• Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.

We’d love to hear from you if you have...

Are you ready to elevate your career in travel management? Apply with FCM today!

FCM Asia is an Equal Opportunity Employer searching for talented, driven people who have a desire to build a rewarding career in a company that loves to celebrate your success! We work in a team work environment where we maintain a favourable working relationship with co-workers in all departments to foster a culture of trust and mutual respect.

By joining the team, you'll discover first hand why we're recognised around the world as an outstanding employer. In addition, our company founder strongly believes the success of our business relies on the success of our people.

FCM Asia is an Equal Opportunity Employer.