Salesforce Service Cloud Administrator

Job Description

Poshmark is the largest community marketplace for fashion where anyone can buy, sell, and share their personal style. With millions of shoppers and seller stylists, Poshmark brings together a vibrant community every day to express themselves and share their love of fashion.Salesforce Service Cloud Administrator is responsible for coordinating, supporting the Community Operations team to work on case management and enhancing the capabilities of Service Cloud to create a great experience for the customers and customer success organization. Service Cloud administrator maintains a blend of responsibilities that span the spectrum of classic Service Cloud declarative configuration through to traditional Service Cloud developer related responsibilities.Responsibilities:
• Responsible for the maintenance, configuration, and reliable operation of software used by the support organization.
• Coordinate with support leaders and the business intelligence team to configure systems to support their requirements and success tracking needs.
• Participate in analyzing existing and new software to ensure tools have the functionality to support growing company needs.
• Required to learn purpose, functionality as well as administer new software applications as they are acquired or purchased by the business. Expected to be an expert on the tools and serve as a point of contact for all systems used for customer service.
• Upgrade systems and processes as required for enhanced functionality.
• Work with Salesforce on Product enhancements and patching of the applications.
• Debug simple issues such as macros behaving unexpectedly, case routing, common case resolution errors.
• Work on Communities in the Salesforce Service Cloud ecosystem.
• Partner with Community, Product, Engineering, and QA teams through the rollout of additional system features.
• Critically examine existing frameworks and provide suggestions for improvement.
• Manage a team of systems specialists (potentially).
6-Month Accomplishments:
• Understand the Business Processes around Customer Support partnering with Community and Customer Support teams.
• Build relationships with Engineering teams and understand and master the technical aspects of Service Cloud and Admin platform and integration touch points.
• Identify needs for Process and Systems enhancements and work on accomplishing 2-3 major system enhancements.
12+ Month Accomplishments:
• Continue identification for needs for process and systems improvements and work on 4-6 enhancements to achieve improvements in processes.
• Build actionable KPI s and Dashboards leveraging Salesforce Service Cloud Reporting capabilities.
• Work with transformational initiatives focussed on Flex solutions to enable enhanced support for Flex Solutions team.
Key Requirements:
• Bachelor Degree in Engineering or Business.
• 5-7 years of Salesforce Service Cloud experience as a Business Systems analyst and as a developer.
• Highly experienced in Salesforce configurations, Workflows, Process Builder and Apex Language leveraged for Salesforce Development.
• Self-starter, highly analytical with sound decision-making skills.
• Strong communication and interpersonal skills; must be able to foster and maintain positive partnering relationships with Community Operations, QA, Engineering and IT departments.
• Strong belief in the value of customer service.
• Tendency to see the big picture and use that to prioritize and drive business value in the right ways.
• Ability to manage a high volume of transactions and juggle multiple responsibilities.
About UsPoshmark is a leading social marketplace for new and secondhand style for women, men, kids, pets, home, and more. By combining the human connection of physical shopping with the scale, ease, and selection benefits of e-commerce, Poshmark makes buying and selling simple, social, and sustainable. Its community of more than 80 million registered users across the U.S., Canada, Australia, and India, is driving the future of commerce while promoting more sustainable consumption. For more information, please visit www.poshmark.com , and for company news and announcements, please visit investors.poshmark.com . You can also find Poshmark on Instagram , Facebook , Twitter , Pinterest, and YouTube .Why Poshmark At Poshmark, we re constantly challenging the status quo and are looking for innovative and passionate people to help shape the future of Poshmark. We re disrupting the industry by combining social connections with e-commerce through data-driven solutions and the latest technology to optimize our platform. We re nothing without our amazing team who deliver an unparalleled social shopping experience to the millions of people we connect each day.We built Poshmark around four core values: 1) focus on people to create empowered communities that drive success; 2) together we grow to support each other to strive for our dreams; 3) lead with love to foster genuine connections built upon a foundation of respect; and 4) embrace your weirdness to accept and empower one another on their own unique journey. We re invested in our team and community, working together to build an entirely new way to shop. That way, when we win, we all win together. Come help us build the most connected shopping experience ever.Here s what we ll set you up with:
• A team that is invested in your career growth and training
• Competitive salary and equity, based on experience
• Company sponsors up to 100% cost for your health, dental and vision plans and up to 90% for your dependents
• Work alongside world-class talent
• Flexible vacation / paid time off policy
• Parental leave
• Personal style encouraged (or not, whatever you re in to)
Poshmark is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.,

Keyskills :
managementlinuxcustomer relationssocial shoppingcpu