Salesforce Support Consultant

Salesforce Support Consultant
About Arlanis Reply:
Arlanis Reply is the Reply Group company specializing in Salesforce implementations. Our experience extends not just to the delivery of a single instance of Core Salesforce, but to complex environments which span the entire Salesforce stack (Sales Cloud, Service Cloud, Experience Cloud, Pardot, Marketing Cloud, Commerce, TAB CRM and Mulesoft). Our proposition is much more than that of just a systems integrator. The implementation and design of elegant systems should be considered a minimum standard. We like to think we offer value over and above, working with customers to help define strategies that will deliver upon their key objectives thus informing the right design decisions to be made, enabling sustainable growth and demonstrable ROI on their technology investment. Our goal is to enable not to embed. www.arlanis.reply.com
Role overview:
As a Salesforce Support Consultant at Arlanis Reply, you are the backbone of our Salesforce services and will ensure that our clients' platforms keep running smoothly at all times. You'll address bugs, solve customer enquiries and maximize our clients' investment in Salesforce. You'll love our extensive training opportunities paired with structured career progression. At Reply we encourage quick career growth and will give you the tools and guidance to achieve subject matter expertise and management capabilities. Arlanis Reply offer a diverse and vibrant environment - you will be surrounded by peers who share your passion for technology and innovation.
Responsibilities:

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner
• Resolve customer issues and concerns by providing accurate information and solutions
• Document customer interactions and maintain detailed records of each customer's issues and resolutions
• Collaborate with other teams to escalate complex issues and provide the best possible customer experience
• Continuously improve customer support processes and workflows
• Stay up-to-date with product and service knowledge
• Provide feedback to the product development team to help improve our products and services

About the candidate:

• Minimum 2.1 Bachelors degree in computing, IT or in a business-related field
• You've already gained at least 1-3 years of Salesforce Support experience
• Ability to empathize with customers and provide solutions that meet their needs
• Experience with customer support software, such as Zendesk or Freshdesk
• You have already completed the Salesforce Administrator certification
• Willingness to work on a shift rota (either morning or afternoon shifts covering a total of 8am till 8pm). This will also include at least one weekend on-call duty per month

Reply is an Equal Opportunities Employer and committed to embracing diversity in the workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status or parental status or any other characteristic protected by the Law.
Reply is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, please let us know of any Reasonable Adjustments you may need.