Perfaware is a boutique technology consulting firm that provides solutions for eCommerce platforms, Order Management, B2B, CPQ, Supply Chain Management, and Enterprise Integration, leveraging solutions from Salesforce and IBM. Perfaware is looking for a highly skilled Salesforce Service Cloud Specialist to join its Salesforce team. The Salesforce team plays a central role in Perfaware’s business transformation efforts and is crucial to our clients’ eCommerce and digital transformation success.

The Salesforce Service Cloud Specialist will be responsible for designing, implementing, and maintaining solutions within the Salesforce Service Cloud platform. This role involves collaborating with various stakeholders to understand business requirements and providing technical expertise to optimize customer service processes. The Salesforce Service Cloud Specialist will be tasked with configuring and customizing the platform to enhance customer support, improve case management, and ensure efficient resolution of service-related issues.

Perfaware’s goal is to create a vibrant, dynamic, and enjoyable work environment that values technical expertise and customer satisfaction. For further information on Perfaware and its services, please visit our website www.perfaware.com.

Responsibilities:

• Platform Configuration and Customization:

• Configure and customize Salesforce Service Cloud to meet specific business requirements.
• Design and implement solutions for case management, knowledge base, and customer service processes.

• Automation and Workflow Management:

• Develop and implement automation processes using Workflow Rules, Process Builder, and Flow to streamline service-related workflows.
• Optimize and automate case assignment, escalation, and resolution processes.

• Integration and Data Management:

• Integrate Salesforce Service Cloud with other systems, such as CRM, ERP, and third-party applications.
• Ensure data integrity, cleanliness, and security within the Service Cloud environment.

• Knowledge Base Development:

• Create and manage a comprehensive knowledge base to empower agents with the information needed to address customer inquiries.
• Implement and maintain effective search functionality for knowledge articles.

• Service Console Configuration:

• Configure and optimize the Salesforce Service Console for efficient case management and a seamless agent experience.
• Customize page layouts, components, and utility items to enhance user productivity.

• Reporting and Analytics:

• Develop and maintain reports and dashboards to monitor key service metrics and performance indicators.
• Analyze data to identify trends, areas for improvement, and opportunities to enhance customer satisfaction.

• User Training and Support:

• Provide training to service agents on using the Salesforce Service Cloud platform effectively.
• Offer ongoing support and troubleshooting for users, addressing issues and optimizing user experience.

• Collaboration with Stakeholders:

• Collaborate with cross-functional teams, including customer support, IT, and business analysts, to gather requirements and ensure alignment with business goals.
• Participate in the design and implementation of end-to-end customer service solutions.

Technical Qualifications:

• Salesforce Service Cloud Expertise:

• In-depth knowledge of Salesforce Service Cloud features and capabilities, including case management, knowledge base, service console, entitlements, and Service Cloud Voice capabilities.
• Hands-on experience in configuring and customizing Service Cloud to meet specific organizational needs.

• Automation and Workflow Management:

• Proficiency in designing and implementing automation processes using Workflow Rules, Process Builder, and Flow to optimize service workflows.
• Ability to automate case assignment, escalation, and resolution processes.

• Telephony Integration:

• Proficiency in integrating Service Cloud Voice with various telephony systems, such as Amazon Connect, Genesys, Twilio, or other CTI (Computer Telephony Integration) solutions.
• Experience with configuring telephony connectors and ensuring seamless communication between systems.

• Omni-Channel Configuration:

• Knowledge of configuring and managing omni-channel communication channels within Service Cloud Voice, including voice, email, chat, and social media.
• Experience in setting up routing rules and queues for different communication channels.

• Integration Skills:

• Experience integrating Salesforce Service Cloud with other systems, such as CRM, ERP, and third-party applications.
• Knowledge of integration tools and techniques to ensure seamless data flow between systems.

• Apex and Visualforce Development:

• Familiarity with Apex programming language and Visualforce pages for advanced customization and development within Service Cloud.
• Ability to create custom solutions to address unique business requirements.

• Knowledge Base Management:

• Expertise in designing and maintaining a knowledge base within Salesforce Service Cloud.
• Proficiency in implementing effective search functionality and managing knowledge articles.

• Service Console Configuration:

• Strong skills in configuring and optimizing the Salesforce Service Console for efficient case management and a user-friendly interface.
• Customization of page layouts, components, and utility items to enhance user productivity.

• Reporting and Analytics:

• Advanced skills in developing reports and dashboards to monitor key service metrics and performance indicators.
• Data analysis capabilities to identify trends, areas for improvement, and opportunities to enhance customer satisfaction.

Functional Qualifications:

• Customer Service Domain Knowledge:

• Deep understanding of customer service processes and best practices.
• Ability to align Salesforce Service Cloud solutions with business goals and customer service objectives.

• Problem Solving:

• Strong problem-solving skills to address technical challenges and optimize service-related processes.
• Proactive identification of issues and implementation of effective solutions.

• User Training and Support:

• Experience providing training to service agents on using Salesforce Service Cloud features and functionalities.
• Ability to offer ongoing support and troubleshooting to ensure smooth user adoption.

• Collaboration and Communication:

• Excellent collaboration skills to work with cross-functional teams, business analysts, and stakeholders.
• Clear and effective communication skills to convey technical concepts to non-technical users.

• Project Management:

• Experience managing Salesforce Service Cloud projects from requirements gathering to implementation.
• Ability to prioritize tasks, meet deadlines, and adapt to changing business requirements.

• Salesforce Certifications:

• Salesforce Service Cloud certifications, such as Salesforce Certified Service Cloud Consultant is highly desirable.

Location:

If you are a passionate Salesforce professional with strong technical acumen, ready to take on a hands-on technical leadership role, contribute to innovative implementations, and mentor a dynamic team, we invite you to apply and be a key player in our Salesforce journey