Salesforce Support Engineer

Cargill's size and scale allows us to make a positive impact in the world. Our purpose is to nourish the world in a safe, responsible and sustainable way. We are a family company providing food, ingredients, agricultural solutions and industrial products that are vital for living. We connect farmers with markets so they can prosper. We connect customers with ingredients so they can make meals people love. And we connect families with daily essentials - from eggs to edible oils, salt to skincare, feed to alternative fuel. Our 160,000 colleagues, operating in 70 countries, make essential products that touch billions of lives each day. Join us and reach your higher purpose at Cargill.
Job Purpose and Impact
The Salesforce Support Engineer will provide technical support to Salesforce customers by troubleshooting issues, resolving complex problems related to the platform, explaining features and functionalities, identifying potential solutions, maintaining in-depth product knowledge, staying updated on new releases, and collaborating with other teams to ensure customer satisfaction; often requiring strong analytical skills, excellent communication abilities, and a background in Salesforce administration and development concepts. In this role, you will oversee and handle software application, mainly Salesforce cloud applications, installation, and support to ensure smooth, stable, and timely implementation of new software and updates to installed applications. Also in this role, you will oversee and handle DevOps activities, quality assurance, configuration etc.
Key Accountabilities

• Diagnose and resolve technical issues reported by Salesforce customers across various modules like Sales, Service Cloud.
• Analyze error logs, data discrepancies, and system configurations to identify root causes.
• Provide timely and accurate solutions to customer inquiries via phone, email, and online ticketing systems.
• Explain complex technical concepts in a clear and understandable manner to users with varying levels of technical expertise.
• Help and solve high priority issue (P1, P2, MI etc.) and ensure timely communication to stakeholders.
• Build strong relationships with customers by actively listening to their needs and concerns.
• Manage customer expectations and effectively communicate progress on support cases.
• Escalate complex issues to relevant teams when necessary and ensure timely resolution

Qualifications
Minimum Qualifications:

• Bachelor's degree in a related field or equivalent experience
• Minimum of two years of related work experience
• Experience in ITSM process management (Incident / Service Request / Change / Problem management etc.)
• Experience in stakeholder management

Preferred Qualifications:

• 4 +years of IT experience working Salesforce application and platform support
• Working experience in Salesforce Sales/Service/Marketing Cloud; Salesforce certifications will be added advantage.
• Working knowledge in Salesforce coding language - Alex, Visual Force, Lightning, and salesforce configuration
• Proficient in Mandarin Chinese

Equal Opportunity Employer, including Disability/Vet.