Job Description

Country IndiaJob Family TechnologyWe show the world what people want.Join GfK and help us shape tomorrow. As an NIQ company, we are the world's leading consumer intelligence firm, delivering the Full View on consumer behavior. We work to enable manufacturers and retailers better understand what consumers really want. Our name has inspired trust for over 89 years because we take pride in discovering new pathways to sustainable growth for our clients, our people, and our planet.We are always looking for open-minded people who will grow with us, push boundaries, and pioneer disruptive methods in market research, data science, technology, and AI. If you share this passion to drive things forward and the integrity to insist on doing things the right way, we\'ll equip you to take your future into your own hands and play a leading role in our story.Position Overview:
We are seeking a Salesforce Support Administrator to join our dynamic team. The ideal candidate will have skills and experience in managing support queues and ticketing from users across the company, with a strong understanding of Salesforce principles and business processes. The Salesforce Support Admin will be responsible for servicing and supporting our Sales, Service, Marketing, Finance, and Legal teams with BAU (business as usual live system) issues and queries. Our Salesforce platform was launched in Dec 2018 and currently caters for circa 2800 users across global regions, and the Salesforce Support Admin will act as the first-line support contact for all users.Key Responsibilities:Service & Support:

• Manage the internal support queue (via ServiceNow), handling tickets in a timely and accurate manner.
• Provide best-in-class service and support for the Salesforce userbase for all issues and queries raised.
• Ensure quality customer service is demonstrated at all times with ticket handling and responses, within set SLAs, with regular feedback and updates to the ticket requestor.
• Educate users wherever possible to ensure correct processes and procedures are being followed within Salesforce.

• Salesforce Administration:

• Serve as the primary point of contact for Salesforce requests and incidents for end-user support.
• Administer changes where required around user records (setups and updates), role changes, profile updates, and updating permission sets.
• Monitor system related bugs and issues, providing timely resolution or updates on tickets.
• Raise up issues to second and third-line support where necessary, maintaining constant communication internally and with the business.
• Coordinate with business stakeholders where required to progress ticket statuses.
• Analytics:

• Analyse trends and patterns with issues being raised or problems being found on platform, to identify opportunities for process improvements.
• Monitor ticket numbers in the queue to ensure handling times are not impacted for new tickets received, keeping an eye on dates for tickets in progress or on hold.
• Knowledge Capturing & Sharing:

• Maintain latest knowledge via documentation of system configurations, processes, and procedures and share and learn knowledge amongst the team.
• Be involved in knowledge transfer sessions with internal team, covering Salesforce functionality and best practices for both front and back-end processes.
• Ensure meetings are in place with relevant team members prior to any new release or change going into production, to ensure you are able to support users both from a front and back-end perspective.

Qualifications/Experience/Skills:

• Beneficial - Salesforce Administration certification (ADX201).
• Minimum 1 years experience as a junior Salesforce Administrator or Support Analyst, with demonstrated proficiency in customer service and support in a large global enterprise organisation.
• Good understanding of Salesforce capabilities, primarily Sales Cloud with Lightning Experience, and an understanding of Salesforce CPQ and Conga CLM would be advantageous.
• Excellent communication and interpersonal skills are a must, with the ability to communicate effectively with cross-functional teams both internally and with stakeholders/users around the business.
• Strong problem-solving skills and attention to detail.
• Ability to prioritise and manage workloads in a fast-paced environment.

We are an ethical and honest company that is wholly committed to its clients and employees. We are proud to be an inclusive workplace for all and are committed to equal employment opportunity, focusing on all of our employees reaching their full potential.We respect and value every employee regardless of race, ethnicity, gender, sex, sexual orientation, age, personality, experience, culture, faith, socio-economic status, or physical or mental disabilities.We endorse the core principles and rights set forth in the United Nations Declaration of Human Rights and the Social Charter of Fundamental Rights of the European Union, promoting the universal values of human dignity, freedom, equality, and solidarity.Learn more about how we are driving diversity and inclusion in everything we do on:At GfK we work collaboratively with our colleagues but offer a flexible working approach, including dividing our time between office & remote working as well as the opportunity to flex our working hours around team core hours.We offer an exciting work environment that brings people together. We encourage an entrepreneurial and innovative spirit and make use of the latest digital technologies. We are looking for self-starters, who accept challenges and create solutions.Can there be a better place to take center stage in the digital revolution? We are excited to get to know you!

GfK