This is an onsite position in Washington, DC - all 5 days. No remote work allowed. Please do not apply if you are interested in remote work.
The contact center utilizes Salesforce Service Cloud & Community Cloud Enterprise Edition Customer Relationship Management (CRM) Application. The candidate needs to have the following certifications.
Please do not apply, if you are not salesforce certified.
- SalesForce Administrator Certification
- SalesForce Platform App Builder Certification
- SalesForce Community Cloud Consultant Certification
- SalesForce Service Cloud Consultant Certification
The job description for the position is as follows:
- Assist contract Project Manager with relevant project management activities
- Creating/writing statistical reports for the help desk daily, weekly, and monthly. Example: Call Volume, Abandoned Calls, Agent Statistics, Aging Tickets, Split Skill interval reports, etc.
- Manage KnowledgeBase tasks utilizing Salesforce features and utilities in Salesforce CRM application
- Manage knowledge settings, knowledge article types, public groups, assigned article actions, article search experience, article and translation import/export, and articles and knowledge tabs utilizing Salesforce
- Perform Salesforce Management tasks to include Salesforce Administrator, Service Cloud, Community Cloud, and Platform App Builder functionality
- Coordinate with the Project Manager and KnowledgeBase Manager to ensure that the appropriate knowledgebase articles and content are being added to the CRM KnowledgeBase
- Ensure that the CRM tasks resulting in deployed changes in Salesforce org shall be published in the CRM Set Up Audit Trail Log no later than one business day after deployed change
- Ensure CRM Set Up Audit Trail Log is saved to SalesForce Files no later than five business days after the end of each fiscal quarter
- Work with the Quality Assurance Manager to provide the necessary artifacts, logs, and files required for quality inspections and reviews to ensure compliance with the contract performance requirements
