Application Support Engineer (Salesforce)

• Attractive Remuneration Package
• Enhance your Technical Support Skills

About Our Client

Our Client is a globally recognized entity known for its significant impact across various industries. It operates internationally, offering specialized expertise and services to a diverse clientele.

Job Description

• Understanding of Salesforce and what makes up its ecosystem.
• Provide 2nd line technical support and supplier relationship management for our business systems (working with various 3rd party application or service providers), using our defined service management processes and according to agreed SLAs.
• Perform proactive support via service monitoring to analyse, highlight and prevent issues from occurring
• High standard of communication, both verbal and written, adhering to processes and procedures
• A follow the sun shift pattern is operated with the intent of providing coverage for business-critical systems during office hours in all regions. Depending upon the Hub and region, this could require an element of on-call work.
• Out-of-hours support may be required at weekends and other times.

The Successful Applicant

What you will need :

• Fluency in English
• Ideally previous experience in Shared Services, global CRM systems, B2B and B2C transactions.
• Educated to degree-level or equivalent
• Self-motivated but be able to operate within a team environment to deliver a professional support service
• Excellent oral and written communication skills with the ability to communicate clearly and confidently to all levels of user within the organization
• Experience of working in ITIL-aligned environments, particularly change/incident/problem/knowledge management
• Experience of supplier relationship management and working with external vendors to troubleshoot and resolve incidents/problems as well as organising and participating in a continual service review process
• Enthusiastic and flexible to adapt to changing demands in the nature of the workload individually and in the team - e.g. as more projects come on stream there will be a requirement to be involved in these while still being able to deliver on BAU work quickly and efficiently
• Be able to prioritise a high workload effectively to deliver on multiple BAU and Project responsibilities concurrently while consistently delivering within agreed deadlines
• Prepared to work occasional long hours and weekends with little notice
• Reliable and responsible attitude and understanding of the importance of the job - with particular regard to confidentiality, data integrity, security and disaster recover

Essential Technical Experiences:

• Windows / Microsoft office environment.
• Successful diagnosis, management and resolution of application problems.
• Salesforce certification (Admin minimum)
• Understanding of salesforce SOQL.
• Three-tiered application design (Web/Application/Database).

Desirable experience/knowledge/qualifications:

• ITIL Foundation certified.
• Operational monitoring.
• Web knowledge (chrome…).
• Microsoft Office certification.
• Support ticketing system.

Mandatory Attitudes and Behaviours:

• Proactive.
• Solution and delivery oriented.
• Analytical and strong attention to detail.
• Pragmatic - able to balance competing pressures and influences.
• Good communication style able to influence business decisions.
• Able to work with staff at senior and junior levels and from a range of cultural backgrounds.

What's on Offer

• Attractive Remuneration Package
• Enhance your Technical Support Skills
• Build up your Analytical Skills

Contact

Annika Wong

Quote job ref

JN-072024-6494129

Phone number

View phone number on michaelpage.com.my