Offer summary

Qualifications:

Salesforce Admin & Marketing Cloud Certification is required., Proven experience with Salesforce Marketing Cloud and Jira., Exceptional problem-solving abilities and attention to detail., Excellent verbal and written communication skills..

Key responsabilities:

Provide Tier 1 support for Salesforce Service Cloud and Marketing Cloud issues.

Triage Helpdesk requests and manage emails efficiently.

Interact with customers via Microsoft Teams to address queries.

Manage Jira service desk settings, workflows, and user access.

Job description

Ark Solutions Inc is looking for Help Desk Functional & Technical Representative!

Position: Help Desk Functional & Technical Representative (Part-time)
Location: REMOTE
Duration: 12 Months and possibility of extension

Description:

We are seeking a highly capable Service Desk Technician to join our team as a Help Desk Functional & Technical Representative. This role is crucial as the first point of contact for users requiring assistance, providing dedicated Tier 1 support primarily via Jira tickets and emails. The ideal candidate will have a strong background in technical support, a deep understanding of Salesforce and Salesforce Marketing Cloud, and experience in managing Jira service desk environments.

Day-to-day Responsibilities:

Helpdesk Support: Receive and effectively triage Helpdesk requests specifically for Salesforce Service Cloud and Salesforce Marketing Cloud issues.
Requirements Handling: Refine functional requirements provided by the business to ensure clarity and actionable outcomes.
Email Management: Efficiently respond to and triage emails sent to the Helpdesk, ensuring timely and accurate responses.
Customer Interaction: Provide exemplary customer support through Microsoft Teams, addressing queries and guiding users as necessary.
Jira Management:
- Manage project settings and workflows within the Jira service desk.
- Create and maintain user access protocols for Jira.
- Develop and manage custom Jira Dashboards tailored to project needs.
Backup Support: Serve as a backup for other help desk responsibilities, including additional technical components as needed.

Required Skills and Experience:

Salesforce Admin & Marketing Cloud Certification: SF Admin certification and any Salesforce Marketing Cloud Cert, Required
Salesforce Marketing Cloud Expertise: Proven experience with Salesforce Marketing Cloud, with the ability to create, manage, and troubleshoot SFMC journeys.
Jira Proficiency: Strong familiarity with Jira, including advanced configuration, dashboard creation, and filter setup.
Problem-Solving Skills: Exceptional problem-solving abilities with a keen attention to detail.
Communication and Collaboration: Excellent verbal and written communication skills, with the ability to work effectively in team settings and interact with clients.
SDLC and Client Interaction:

Solid understanding of the Software Development Life Cycle (SDLC).
Experience in conducting client discovery sessions, gathering requirements, and translating these into user stories.

Preferred Qualifications: