Salesforce Support Specialist

2 weeks ago


Kuala Lumpur, Malaysia Exness Careers Full time

With over 1,500 employees of more than 88 nationalities, Exness is the place for global teamwork, incredible leadership, a learning culture, and constant development. Unlimited by time zones, Exnessians from around the world have worked seamlessly together since 2008 to provide our traders with the best possible trading experience. Today, we stand proud with over 300,000 active traders and 2.5 trillion USD in monthly trading volume.

**Primary Job Purpose**

A Salesforce Support specialist is the primary point of contact for Exness employees using the SalesForce platform and either experiencing issues or in need of assistance related to platform usage.

Salesforce is heavily utilized across the Company with more than 650 users onboarded, primarily in Sales and Service Cloud. This position is crucial to ensure all of them get timely and qualified support actions from the IT Service Desk team.

**Responsibilities**
- Incoming issues tracking, troubleshooting, resolution or escalation;
- Collaboration with L2 and L3 support to ensure resolution is delivered within agreed SLA;
- Providing problem management based on variety of similar incidents together with L2 and L3 support;
- Responsibility for handling individual KPIs and SLAs to ensure quality of delivery;
- Working on knowledge management improvement for end users;
- Identifying areas of improvement based on requests from end users together with CRM team

**Soft Skills required**
- Demonstrate perfect communication skills;
- Ability to set users expectations properly;
- Ability to effectively manage time and resources;
- A good level of written and oral communication skills, the ability to present technical solutions clearly to different audiences;
- Demonstrate a proactive approach and ownership, result-oriented and responsible;
- Ability to work well under pressure, flexibility in decision making, positive attitude to frequent changes;
- Ability to work with other team members;
- Fluent English;
- Desire to develop as an expert in your professional field.

**Hard skills required**
- At least 2 year of experience working with salesforce as admin;
- Service/Sales cloud knowledge;
- Lightning experience;
- Experience with reports and workflows;
- Profile configuration, permission sets, sharing rules, public groups and queues management experience;
- Page layout and flexi page configuration experience;

**Sounds like you? Apply.**:


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