L3 Support - Agent Workspace

Apply now Refer a friend Job no: 527570
Brand: Product and Technology
Work type: Full time
Location: Kuala Lumpur, Malaysia, Manila, Philippines, Dumaguete, Philippines
Categories: Information & Technology

FCM is one of the world’s largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries, FCM’s flexible technology anticipates and solves client needs, supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience. As part of the ASX-listed Flight Centre Travel Group, FCM delivers the best market-wide rates, unique added-value benefits, and exclusive solutions. A leader in the travel tech space, FCM has proprietary client solutions. FCM provides specialist services via FCM Consulting and FCM Meetings & Events.

About The Opportunity 

The Agent Workspace L3 Support role will investigate & resolve level 3 Agent Workspace (Salesforce Service Cloud) and related technologies support cases within an agreed business SLA.

Key duties & responsibilities:

Platform Support

  • Investigate and resolve level 3 support cases for Agent Workspace (Salesforce Service Cloud) and other integrated systems users across all markets in AMER, APAC and EMEA
  • Resolve support service requests, change request and incidents within SLA (Service Level Agreement)
  • Manage global case queues to ensure adequate support coverage and handling of support cases.
  • Research, document, and resolve customer issues, using internal and external tools.
  • Where necessary escalate issues, bugs and change requests to internal technical teams, product teams and stakeholders when required.
  • Managing customer expectations and the customer experience to improve customer satisfaction.
  • Creating and curating Agent Workspace knowledge content, specifically Level 3 knowledge articles.
  • Troubleshoot and investigate salesforce technical functionality. E.g. omni channel routing flows and Apex classes in Salesforce.com

Technical Team Liaising

  • Attend technical ceremonies to stay in touch with development, sprint planning, and knowledge.
  • Facilitate the deployment of support configuration requests through the technical deployment process (Visual Studio, Azure DevOps, Salesforce CLI etc), and by working closely with the global technical team

Personal Development

  • Maintain Salesforce product knowledge, as well as relevant third-party applications supported.
  • Create and maintain personal salesforce trailhead and certification plans.
  • Work with your leadership teams to develop brightness of future plans.

Job Requirements & Competencies: 

  • Minimum 5 years of experience in Salesforce.com administration, preferably with Service Cloud, Salesforce Administrator, and Advanced Administrator
  • Demonstrate constructive conflict resolution skills to ensure a positive outcome for all involved
  • Ability to see outside the square when overcoming problems
  • Ability to analyse numerical data and all other sources of information
  • Have a highly organised approach to work
  • Ability to work on multiple tasks at the same time, completing within required time frame and quality standards
  • Ability to take a commercially balanced approach, to judge/weigh wants and needs to ensure integrity and security of data

Work Perks! - What’s in it for you: 

FCTG is renowned internationally for having amazing perks and an even better culture.  We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm. 

You will be rewarded with competitive market salary. You will also be equipped with relevant training courses and tools to set you up for success with endless career advancement and job opportunities all over the world.

  • Generous remuneration structure and a highly competitive salary 

  • Fun and Energetic culture: At the heart of everything we do at FCM is a desire to have fun and be yourself 

  • Work life Balance: We believe in “No Leave = No Life” So have your own travel adventures with paid annual leave 

  • Travel perks: You'll have access to plenty of industry discounts to ensure you continue to broaden your horizons 

  • A career, not a job: We believe in our people brightness of future. As a high growth company, you will have the opportunity to advance your career in any direction you choose whether that is locally or globally 

  • Enjoy the freedom and flexibility with our Flexible Working Arrangement 

  • Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it! 

  • Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service. 

We’d love to hear from you if you have...

Are you ready to elevate your career in travel management? Apply with FCM today!

FCM Asia is an Equal Opportunity Employer searching for talented, driven people who have a desire to build a rewarding career in a company that loves to celebrate your success! We work in a team work environment where we maintain a favourable working relationship with co-workers in all departments to foster a culture of trust and mutual respect.

By joining the team, you'll discover first hand why we're recognised around the world as an outstanding employer.  In addition, our company founder strongly believes the success of our business relies on the success of our people.

#LI-KM1#FCMAS#LI-Onsite

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